Join to apply for the Customer Experience Manager role at Sainsbury's
Leading in our stores
Our management teams don’t just run stores – they’re the driving force behind our business. With bold leadership, a passion for service, and an eye for opportunity, they empower teams to raise the bar every single day for our customers. Whether it's product availability, safety standards, or delivering seamless daily operations, they’re hands‑on, sleeves‑rolled‑up changemakers, creating a next‑level experience for every customer who walks through our doors.
What you’ll be doing
* Taking responsibility for the overall customer experience across the store from checkout to back‑of‑house, ensuring we deliver on our customer commitments.
* Managing the front‑end checkout operation, ensuring all customers are served in line with our expectations.
* Managing operations in our petrol station (if your shop has one).
* People management – managing performance and capability, conducting disciplinaries, and ensuring scheduling and pay are accurate.
* Assuming overall responsibility for running the store when required, providing direction and support to colleagues 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, coaching a team to do the same.
* Delivery of KPIs and other performance indicators.
* Ability to manage disciplinaries, performance issues and other employee‑relations matters.
* Comfortable leading operations and taking charge in the absence of more senior management.
Essential Criteria
* 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 – inspiring others, driving high performance, and creating a culture where colleagues thrive.
* Leadership experience in a high‑volume, fast‑paced operational setting, with a proven record of keeping teams focused on delivering for customers.
* Proven success in delivering against a wide range of KPIs – from sales and stock availability to customer satisfaction and colleague engagement.
* Experience managing complex people matters, including performance, absence, and formal employee‑relations cases, with confidence and fairness.
Working for us has great rewards
Salary will be dependent upon your experience as well as the store size, complexity and location. Alongside this, we also offer a great range of benefits for our managers:
* Discount card – 10% off at Sainsbury’s, Argos, Tu and Habitat after four weeks; 15% 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 for colleagues in all 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.
* Cycle to Work scheme – opportunity to hire a new bike and cycling equipment, while saving on tax and NI.
* Special offers on gym memberships, restaurants, holidays, retail vouchers and more.
An inclusive place to work and shop
We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome when they shop with us. To support this commitment, colleagues may be entitled to a range of enhanced discretionary leave for families, as well as support for carers. We provide resources to help colleagues understand and support their role and their team effectively, and our internal networks ensure true representation for everyone. We offer mentorship, training and career progression pathways to help colleagues grow and succeed, celebrating diversity through initiatives and events that foster a culture of inclusion and respect. If you would like to learn more about our commitment to inclusivity, please take a look here.
Should you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.
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