Sainsbury's
Customer Experience Manager
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Customer Experience Manager
Leading in Our Stores: Store Management看到roles
Our management teams don’t just run stores—they’re the driving force behind our business. With bold leadership, a passion for service, and an eye for opportunity, they empower teams to raise the bar every single day for our customers. Whether it’s ensuring product availability, maintaining safety standards, or delivering seamless daily operations, they lead hands-on, sleeves-rolled-up changemakers. The result? Work becomes more rewarding for our colleagues, and shopping becomes an elevated, inspiring experience for every customer who walks through our doors. This is how we bring our purpose to life, one powerful action at a time.
What You’ll Be Doing
Core Responsibilities
- Set customer experience standards across the store—from checkout to back-of-house—ensuring daily commitments to the customer are met.
- Oversee front-end operations, including checkout efficiency, ensuring all customers are served to our core service expectations.
- Manage petrol station operations (if applicable within your store).
- Take full authority for store leadership at times, ensuring all team members receive direction, support, and guidance to deliver outstanding customer experiences.
- People management plays a key part:
- Drive team performance and capability.
- Conduct disciplinary processes.
- Ensure fair scheduling and accurate payroll.
- Empower caretaking and coaching—Motivate teams to exceed expectations and maintain high standards across all operations.
What Makes a Great Customer Experience Manager
Key Qualities
- Proven experience in line management within a fast-paced, operational environment.
- Deep commitment to customers and service—inspired to deliver excellence and coach teams to do the same.
- KPI and performance-driven mindset with a track record of measurable success.
- Ability to handle sensitive employee relations including:
- Managing disciplinaries and performance issues.
- Fair handling of performance and absence concerns.
- Leading operations independently—comfortable taking charge in the absence of senior management.
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Essential Criteria
You’re the right candidate if you:
✅ Demonstrated influence in creating exceptional customer experiences—with evidence of coaching others to sustainably raise the bar. ✅ Led high-performing teams in a dynamic, customer-facing environment—elevating motivation, engagement, and culture. ✅ Led operational excellence in a high-volume or fast-paced setting (retail, food service, or hospitality)—successfully managing daily operations, solving challenges, and maintaining focus on customer-first priorities. ✅ Achieved measurable success through a wide-ranging impact on KPIs, including:
- Sales targets and product availability.
- Customer satisfaction and colleague engagement.
- Cost efficiency and process optimisation. ✅ Managed complex employee relations, including:
- Performance reviews, absence management.
- Navigating formal disciplinary proceedings with fairness and competence.
Working for Us: Rewards and Benefits
Compensation is tailored based on your experience, store size, complexity, and location. Alongside your salary, we offer a comprehensive benefits package to support your success:
Finance & Discounts
- 10% discount card after 4 weeks on Sainsbury’s, Argos, Tu, and Habitat. Boosts to 15% after 6 months on all Sainsbury’s purchases on Fridays & Saturdays.
- Annual bonus scheme, linked individually to collective and personal performance.
- Sainsbury’s share scheme—invest at discounted rates for long-term reward.
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Wellbeing & Support
- Free food and hot drinks available to all colleagues in stores.
- Generous holiday entitlement, maternity and paternity benefits.
- Pension match—4-7.5% contribution matching based on seniority.
- Wellbeing support with access to:
- Emotional support and counselling services.
- Legal and financial advice tailored for colleagues.
- Cycle to Work Scheme—saving on tax and NI while leasing a bike.
Lifestyle & Recognition
- Gym, dining, and travel discounts (holidays, retail vouchers, more).
- Colleague networks—connect with like-minded individuals to foster growth and unity.
- Ongoing development opportunities, including mentorship, training, and career progression paths to align with your goals.
An Inclusive Place to Work and Shop
We are driven by inclusivity, committed to helping every colleague realise their full potential while ensuring every customer feels truly welcome.
To achieve this, we:
✔ Provide enhanced discretionary leave for families, carers, and unique personal circumstances. ✔ Offer resources to support inclusive practices—helping colleagues navigate challenges with confidence. ✔ Actively promote colleague networks for true representation, removing barriers, and fostering a diverse and equitable culture. ✔ Celebrate diversity and difference through initiatives and events, creating respectful, uplifting environments.
Accommodations during interviews/application?: Please inform us of any adjustments you may require, and we will do all we can to support you.
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