Sainsbury's
Customer Experience Manager
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Customer Experience Manager
Customer Experience Manager
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 petrol station operations (if applicable)
- Leading people management, including performance and capability, conducting disciplinaries, and ensuring scheduling and pay accuracy are maintained
- Assuming overall store responsibility at times, giving direction and support to colleagues to deliver for the customer
What makes a great Customer Experience Manager:
- Previous line management responsibilities in a fast-paced, operational environment
- A deep passion for customers and service, with a strong ability to coach a team to hold the same customer-first values
- KPI and performance indicator delivery—consistently meeting or exceeding targets
- Experience managing disciplinaries, performance issues, and employee relations
- Operational leadership, able to manage independently, especially in senior absence
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Essential Criteria:
- A proven track record of delivering exceptional customer experiences, with coaching evidence to inspire colleagues to raise standards
- Experience leading teams in a dynamic, customer-facing environment, including:
- Inspiring high performance
- Building a thriving team culture
- Leadership in high-volume, fast-paced operations (retail, food service, hospitality), with experience:
- Overseeing daily operations
- Solving business problems
- Ensuring customer-focused delivery
- Measurable impact on KPIs such as:
- Sales & stock availability
- Customer satisfaction
- Colleague engagement
- Confidence in managing complex people issues, including performance, absence, and formal employee relations with fairness and professionalism
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About Sainsbury’s
Our Vision
We aim to be the most trusted retailer, where people love to work and shop. Through talent, creativity, and diversity, we ensure every customer receives great service when they shop with us.
Investing in People
We prioritise training, development, and initiatives to empower our teams to deliver the best shopping experience possible. Sainsbury’s is recognised as a ‘Great Place to Work’.
A People-First Approach
Our teams—or our greatest asset—bring passion, dedication, and resilience. Our HR colleagues ensure:
- Colleagues feel valued, engaged, and motivated
- Necessary support is provided for wellbeing and growth
- Great places of work are fostered through teams like:
- Reward and Recruitment (Centre of Excellence)
- Change and Talent Acquisition
Everyone at Sainsbury’s is encouraged to be their best. Join us in delivering an exceptional employer experience.
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