Sainsbury's
Customer Experience Manager
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Store Manager (Customer Experience Manager) – Job Description
About the Role
Key Responsibilities
- Take ownership of the overall customer experience across the store, from checkout to back-of-house, ensuring brand commitments are met.
- Manage the front-end checkout operation, guaranteeing all customers receive service aligned with expectations.
- Oversee petrol station operations (if applicable to the role).
- Handle people management, including:
- Performance and capability reviews
- Conducting disciplinaries where necessary
- Ensuring scheduling and pay accuracy
- Temporary or on-call responsibility for day-to-day store management, directing colleagues to deliver exceptional customer experiences.
What Makes a Great Customer Experience Manager?
The ideal candidate will:
- Have previously held line management roles in high-pressure operational environments.
- Be customer-obsessed, with a passion for service who can coach teams to share the same mindset.
- Consistently deliver KPIs or performance metrics.
- Manage employee relations, including disciplinaries, performance concerns, or similar workplace issues with professionalism.
- Lead operations independently when senior oversight is unavailable.
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Essential Requirements
Customer Experience & Leadership
✔ Proven track record of delivering exceptional customer experiences, including coaching others to sustain high standards. ✔ Experience leading teams in dynamic, customer-facing roles (retail, hospitality, or food service), driving:
- High performance & colleague engagement
- Strong cultures where teams thrive ✔ Leadership in high-volume, fast-paced settings where you’ve:
- Overseen daily operations
- Solved critical business challenges
- Ensured customer-focused priorities remain central
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KPIs & Results
✔ A demonstrable history of meeting or exceeding a range of KPIs, such as:
- Sales targets
- Stock availability
- Customer satisfaction scores
- Colleague engagement metrics
People Management & HR
✔ Hands-on experience in handling complex personnel matters, including:
- Performance management
- Absence management & record-keeping
- Formal interviews, disciplinaries, and employee relations cases
Attitude & Mindset (Soft Skills)
- Confidence leading without constant supervision.
- Commitment to continuous improvement in both store operations and team development.
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