Join to apply for the Customer Experience Manager role at Sainsbury's.
Overview
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. 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, providing 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.
* Truly obsessed with customers and service, and able to coach a team to do the same.
* Delivers KPIs or other performance indicators.
* Ability to manage disciplinaries, performance issues or other employee relations matters.
* Leads operations and is comfortable operating alone 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 where you’ve inspired others and driven high performance.
* Leadership experience in a high-volume, fast-paced operational setting in retail, food service, or hospitality.
* Proven success delivering against a 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.
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 offer a range of benefits for our managers, including:
* Discount card – 10% discount on shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks; increases to 15% at Sainsbury’s on Fridays and Saturdays and 15% at Argos on pay days.
* An annual bonus scheme based on our performance and yours.
* Free food and hot drinks provided for colleagues in all stores.
* Generous holiday entitlement, maternity and paternity leave.
* Pension – employer contributions matched up to 4-7.5%.
* Sainsbury’s share scheme – potential to build up an investment at discounted rates.
* Wellbeing support – access to emotional support, counselling, legal and financial advice.
* Colleague networks – connect with peers to support development.
* Cycle to Work scheme – hire a bike and cycling equipment with tax/NI savings.
* Special offers on gym memberships, restaurants, holidays, loyalty rewards, and more.
Inclusive place to work
We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome. We may offer enhanced discretionary leave for families and support for carers, along with resources to understand and support your role and team. Our internal networks promote true representation and help remove barriers. We provide development opportunities, including mentorship, training, and career pathways, and celebrate diversity through initiatives and events.
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.
Seniority level
* Mid-Senior level
Employment type
* Part-time
Job function
* Other
Industries
* Retail
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