Overview
Role focused on delivering an exceptional customer experience across the store, from checkout to back of house, and ensuring we meet customer commitments.
Responsibilities
* Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments
* Managing the front-end checkout operation, ensuring all our customers are served in line with our expectations
* Managing operations in our petrol station (If your shop has one)
* People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate
* At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer
What makes a great customer experience manager
* Previous line management responsibilities in a fast-paced, operational environment
* Someone who is truly obsessed with customers and service, and coaches a team to do the same
* Delivers KPI's or other performance indicators
* Can manage disciplinaries, performance issues or other similar employee relations issues
* Leads operations and comfortable doing this alone in the absence of more senior management
* A track record of delivering exceptional customer experiences, with evidence of coaching others to consistently raise the bar
* Experience leading teams in a dynamic, customer-facing environment - you've inspired others, driven high performance, and created a culture where colleagues thrive
* Leadership experience in a high-volume, fast-paced operational setting - whether in retail, food service, or hospitality - where you've overseen daily operations, solved business problems, and kept teams focused on what matters most: delivering for customers
* Proven success in delivering against a wide range of KPIs - from sales and stock availability to customer satisfaction and colleague engagement, you've made a measurable difference
* Experience managing complex people matters, including performance, absence, and formal employee relations cases, with confidence and fairness
Benefits
* Discount card - 10% discount off on your shopping at Sainsbury's, Argos, Tu and Habitat after four weeks. This increases to 15% discount off at Sainsbury's every Friday and Saturday and 15% off at Argos every pay day
* An annual bonus scheme based on our, and your, performance
* Free food and hot drinks provided for Colleagues in all our stores
* Generous holiday entitlement, maternity and paternity leave
* Pension - we'll match 4-7.5% of your pension contributions
* Sainsbury's share scheme - build up an investment at discounted rates
* Wellbeing support - access to emotional support, counselling, legal and financial advice
* Colleague networks - link with like-minded people to help fulfil your potential
* Our Cycle to Work scheme gives you the opportunity to hire a new bike and cycling equipment, whilst saving on tax and NI
* Special offers on gym memberships, restaurants, holidays, retail vouchers and more
* Inclusive workplace and support for carers; development opportunities including mentorship, training, and career progression pathways; diverse and inclusive culture
* Reasonable adjustments during application or interview stages available upon request
About Us
Sainsbury's company vision: Our vision is to be the most trusted retailer, where people love to work and shop. We invest in training, development and initiatives to ensure our teams feel enabled to offer the best shopping experience to our customers and that Sainsbury's is truly a 'Great Place to Work'.
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