Overview
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 day for our customers. They focus on product availability, safety standards, and delivering seamless daily operations. This is how we bring our purpose to life, one powerful action at a time.
What you’ll be doing
* 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, including performance and capability, conducting disciplinaries, and ensuring scheduling and pay are accurate
* At times you may assume overall responsibility for running the store, giving 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
* Obsessed with customers and service, and able to coach a team to do the same
* Delivers KPIs or other performance indicators
* Can manage disciplinaries, performance issues or other employee relations concerns
* Leads operations and is comfortable operating independently in the absence of more senior management
Essential Criteria
* A track record of delivering exceptional customer experiences, with evidence of coaching others to raise the bar
* Experience leading teams in a dynamic, customer-facing environment, driving high performance and a culture where colleagues thrive
* Leadership experience in a high-volume, fast-paced operational setting (retail, food service, or hospitality) overseeing daily operations and solving business problems
* Proven success in delivering against a wide range of KPIs (sales, stock availability, customer satisfaction, 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
* Discount card – 10% discount on shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks; increases to 15% on Sainsbury’s Fridays and Saturdays and 15% off at Argos every payday
* An annual bonus scheme based on performance
* Free meals and hot drinks provided for colleagues in all stores
* Generous holiday entitlement, maternity and paternity leave
* Pension – employer contributions match 4-7.5%
* Sainsbury’s share scheme
* Wellbeing support – emotional support, counselling, legal and financial advice
* Colleague networks to support development and career growth
* Cycle to Work scheme to hire a bike and equipment
* Special offers on gym memberships, restaurants, holidays, retail vouchers and more
Inclusive workplace
We are committed to being a truly inclusive retailer where every colleague can reach their full potential and every customer feels welcome. We offer enhanced discretionary leave for families and carers, development opportunities, mentorship, training, and career progression. We celebrate diversity through initiatives and events, fostering inclusion and respect. If you’d like to learn more about inclusivity, please let us know.
Should you require any reasonable adjustments during the application or interview stages, please let us know and we will endeavour to support you.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Retail
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