Location
London

Hours
Full Time - hours may vary depending on store needs

Salary
Negotiable, dependent on experience, store size, complexity and location

About the Role
As a Customer Experience Manager at Sainsbury's, you will take responsibility for the overall customer experience across the store, from the checkout to back of house, ensuring we deliver on our customer commitments. You will manage the front-end checkout operation, ensuring all customers are served in line with our expectations. If your store has a petrol station, you will also oversee its operations. People management is a key part of this role, including managing performance and capability, conducting disciplinaries, and ensuring scheduling and pay accuracy. At times, you may assume overall responsibility for running the store, providing direction and support to colleagues to deliver outstanding customer service. Our management teams are the driving force behind the business, leading with boldness, passion for service, and an eye for opportunity. You will empower teams to raise the bar every day, ensuring product availability, safety standards, and seamless daily operations. This role is hands-on and impactful, making work more rewarding for colleagues and elevating the shopping experience for every customer.

Benefits
- 10% discount on shopping at Sainsbury's, Argos, Tu and Habitat after four weeks, increasing to 15% discount every Friday and Saturday at Sainsbury's
- Annual bonus scheme based on performance
- Free food and hot drinks for colleagues in all stores
- Generous holiday entitlement, maternity and paternity leave
- Pension scheme with 4-7.5% matched contributions
- Sainsbury's share scheme to build investment at discounted rates
- Wellbeing support including emotional support, counselling, legal and financial advice
- Colleague networks to support personal and professional growth
- Cycle to Work scheme for tax and NI savings on bikes and equipment
- Special offers on gym memberships, restaurants, holidays, retail vouchers and more
- Inclusive workplace committed to diversity, equity and support for carers and families
- Development opportunities including mentorship, training and career progression pathways

Experience
- Proven track record of delivering exceptional customer experiences with evidence of coaching others to raise standards consistently
- Leadership experience in a fast-paced, customer-facing environment, inspiring teams, driving high performance, and fostering a thriving culture
- Experience managing daily operations in a high-volume setting such as retail, food service, or hospitality, solving business problems and keeping teams focused on customer delivery
- Demonstrated success in meeting a wide range of KPIs including sales, stock availability, customer satisfaction, and colleague engagement
- Confident and fair management of complex people matters including performance, absence, and formal employee relations cases

About you
You are passionate about customers and service, with a natural ability to coach and motivate a team. You lead by example, are comfortable taking ownership of operations, and thrive in a dynamic environment. You have strong interpersonal skills and are able to manage challenging employee relations issues with fairness and confidence. You embrace Sainsbury's values of inclusivity and collaboration and are committed to creating a positive experience for both colleagues and customers.

Qualifications
Relevant leadership experience in operational management is essential. Specific formal qualifications are not stated but experience in managing teams and delivering operational excellence in a retail or similar environment is required.