Sainsbury's
Customer Experience Manager
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Customer Experience Manager
Customer Experience Manager (Multi Functional Retail Leader)
About the Role
Our management teams don’t just run stores—they drive our business forward. With bold leadership, a passion for service, and an eye for opportunity, they empower teams to elevate the customer experience every day.
Whether it’s ensuring product availability, maintaining safety standards, or delivering seamless daily operations, they are hands-on, problem-solving leaders.
The impact? Satisfied colleagues create an exceptional shopping experience for every customer. This is how we bring our purpose to life—one powerful action at a time.
Responsibilities
As a Customer Experience Manager, you’ll:
- Take overall responsibility for the customer experience across the store, from checkout to back of house, ensuring our commitments are met.
- Manage the front-end checkout operation to guarantee exceptional service for every customer.
- Oversee petrol station operations (if applicable in your store).
- Lead people management, including:
- Conducting performance and capability reviews.
- Managing scheduling and payroll accuracy.
- Handling disciplinaries when necessary while maintaining fairness and operational fairness.
- Providing direction and support overnight or when acting independently when senior leadership is unavailable.
At times, you may take full accountability for running the store and ensuring the colleague team executes consistently high-level service delivery.
What Makes a Great Store Manager
The ideal candidate should have:
- Previous line management experience in a fast-paced, operational environment.
- A deep passion for customer service, with the ability to coach a team to instil that mindset.
- Strong KPI/delivery capability—meeting targets for sales, stock availability, and customer satisfaction.
- Confidence handling complex people matters, such as:
- Conducting disciplinaries.
- Managing performance and capability concerns.
- Adhering to employee relations best practices.
- Proven leadership in working independently when senior management is absent.
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Essential Criteria
Applicants must demonstrate:
- A proven track record of delivering exceptional customer experiences while coaching others to consistently elevate their performance.
- Experience leading teams in a dynamic, high-footfall environment—driving inspiration, improving productivity, and fostering a culture where colleagues thrive.
- Prior success in retail, hospitality, or food service leadership, including:
- Overseeing daily operations.
- Solving pressing business problems.
- Aligning teams on the customer-first philosophy.
- Measurable results in meeting sales, stock, customer satisfaction, and engagement KPIs.
- Experience in managing complex employee relations, including:
- Conducting disciplinary dialogues.
- Handling performance issues.
- Addressing absence concerns with fairness and professionalism.
Benefits Package
Your compensation depends on experience, store size, complexity, and location, with additional benefits including:
- Store Discounts:
- 10% discount off purchases at Sainsbury’s, Argos, Tu, and Habitat after four weeks.
- 15% discount on Sainsbury’s shopping every Friday and Saturday.
- Bonus Scheme: Annual payout based on store performance and individual contributions.
- Complimentary Food & Drinks: Unlimited free meals and refreshments for colleagues in every store.
- Generous Holidays & Leave:
- Standard holiday pay.
- Extended maternity and paternity leave policies.
- Pension Matching: We will match 4-7.5% of your pension contributions.
- Company Share Scheme: Low-cost opportunities to invest in our business.
- Wellbeing Support:
- Access to counselling, legal, and financial advice.
- Confidential emotional support when needed.
- Colleague Networks: Connect with like-minded peers to grow professionally.
- Cycle-to-Work Scheme: Tax-efficient bike and equipment hire.
- Special Savings: Exclusive discounts on gym memberships, dining, holidays, and retail.
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Commitment to Inclusion & Diversity
We are an inclusive retailer where every colleague can reach their full potential, and every customer feels welcomed.
As part of this commitment:
- Enhanced discretionary family/carer leave may be available upon eligibility.
- Training and development resources to support effective store leadership.
- Internal networks and representation groups to empower every voice and remove systemic barriers.
- Career growth pathways, including:
- Mentorship programs.
- Tailored training opportunities.
- Paths to long-term progression.
We celebrate diversity through:
- Initiatives and events fostering an inclusive culture.
- Ongoing dialogue to drive equality and respect across the business.
If you anticipate reasonably adjusting matters for your interview or application, please let us know—we’re committed to ensuring accessibility and support.
Applying? Let your passion for retail leadership guide the way.
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