Sainsbury's
Customer Experience Manager
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Customer Experience Manager
Customer Experience Manager – Retail Store
About the Role
Managing the overall customer experience from checkout to back of house, ensuring full delivery on customer commitments. Key responsibilities include:
- Overseeing the front-end checkout operation to guarantee all customers are served according to set expectations.
- Managing day-to-day operations in the petrol station (where applicable).
- Leading people management, including performance development, disciplinary processes, and ensuring accurate scheduling and payroll.
- At times, assuming overall store leadership, directing the team and ensuring operational excellence.
What Makes a Great Customer Experience Manager?
Ideal candidates are customer-focused leaders who thrive in fast-paced environments. Key traits and experiences include:
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- Previous leadership experience in high-pressure, operational settings.
- A obsessive commitment to exceptional customer service, with the ability to inspire a team to maintain this standard.
- A track record of meeting key performance indicators (KPIs) and driving measurable results.
- (employee relations) expertise, including handling disciplinary actions and performance issues confidently.
- Operational independence, able to manage a store effectively when senior leadership is unavailable.
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Essential Qualifications
To excel in this role, you must have:
- A proven track record of delivering outstanding customer experiences, with strong evidence of coaching others to continuous improvement.
- Team leadership experience in dynamic, customer-facing environments—having inspired colleagues, driven high performance, and built a supportive workplace culture.
- Operational leadership in high-volume, fast-moving sectors (retail, hospitality, or food service), where you’ve executed daily operations, problem-solved, and maintained team focus on exceptional customer delivery.
- Demonstrated ability to achieve KPIs across sales, stock efficiency, customer satisfaction, and colleague engagement, resulting in tangible business impact.
- Experience managing employee relations, including handling performance issues, absences, and formal disciplinary matters with fairness and professionalism.
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