Sainsbury's
Customer Experience Manager
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Store Management Role – Leading in Our Stores
Our management teams don’t just run stores—they are the driving force behind our business. With bold leadership, a passion for service, and an eye for opportunity, they empower their teams to raise the standard consistently for our customers. From product availability, safety standards, to seamless daily operations, these leadership changemakers ensure the experience is exceptional for every customer.
What You’ll Be Doing
- Taking responsibility for the overall customer experience across the store, from checkout to back of house, ensuring we fulfil our customer commitments.
- Managing the front-end checkout operation, guaranteeing all customers receive service aligned with our standards.
- Overseeing petrol station operations (if applicable under your shop’s scope).
- Providing people management, including:
- Handling performance and capability reviews
- Conducting disciplinaries
- Ensuring scheduling and pay accuracy
- At times, assuming overall store accountability, ensuring all colleagues receive clear direction and support to deliver excellence for customers.
What Makes a Great Customer Experience Manager
Essential qualities and experience for success in this role include:
- Previous line management responsibilities in a fast-paced, operational environment.
- A customer-centric mind-set—obsessed with service excellence and ability to coach others to match this.
- Strong ability to deliver KPIs and other performance metrics.
- Experience with managing disciplinaries, performance issues, and employee relations.
- Demonstrated ability to lead operations independently when senior management is unavailable.
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Essential Criteria
- A track record of delivering outstanding customer experiences while coaching teams to consistently raise the bar.
- Proven experience leading teams in a dynamic, customer-focused environment, where you’ve:
- Inspired others
- Driven high performance
- Cultivated a culture where colleagues thrive
- Leadership in a high-pressure, high-volume operational setting (e.g., retail, food service, or hospitality), including:
- Supervising daily tasks
- Solving business challenges
- Keeping teams laser-focused on customer delivery
- Achievable outcomes in delivering a range of KPIs, such as:
- Sales targets
- Stock availability
- Customer satisfaction
- Colleague engagement
- Direct experience in managing complex people matters, including:
- Performance management
- Absence policies
- Formal employee relations cases, handled with confidence and fairness.
Rewards of Working for Us
Salary will vary depending on experience, store size, complexity, and location.
We also offer an extensive package of benefits for our managers, including:
- Discount Card: 10% off at Sainsbury’s, Argos, Tu, and Habitat after four weeks of service, rising to 15% off at Sainsbury’s every Friday and Saturday.
- Annual Bonus Scheme: Aligned with both our overarching performance and your individual results.
- Free Food and Drinks: Available to colleagues in all stores.
- Generous Holiday Entitlement: Plus maternity and paternity leave support.
- Pension Scheme: 4–7.5% match on your pension contributions.
- Sainsbury’s Share Scheme: Opportunity to invest at discounted rates.
- Wellbeing Support: Freedom to access:
- Emotional support & counselling
- Free legal and financial advice
- Colleague Networks: Connect with fellow staff to develop professionally.
- Cycle to Work Scheme: Benefit from a tax-efficient bike and equipment hire.
- Exclusive Perks: Discounts on gym memberships, restaurants, holidays, retail vouchers, and more.
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An Inclusive Place to Work and Shop
We are committed to being truly inclusive, creating an environment where:
- Every colleague can realise their full potential.
- Every customer feels welcomed.
- Challenges to potential are removed through open opportunities.
Support for colleagues includes:
- Enhanced discretionary leave for families (if applicable).
- Resources to improve team and personal effectiveness.
- Internal colleague networks ensuring true representation by fostering diversity.
- A culture that empowers you with mentorship, training, career progression, and personal growth initiatives.
- Celebration of diversity through events and initiatives, promoting respect across the business.
We always strive to support reasonable adjustments during the application and interview processes. Please inform us if you require assistance—we’re here to accommodate.
If you’d like to explore more about our commitment to [inclusivity](link to relevant page), [connect here].
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