Location
London

Hours
Full time (hours not specified)

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 manage its operations.
People management is a key part of the role, including managing performance and capability, conducting disciplinaries, and ensuring scheduling and pay are accurate. At times, you may assume overall responsibility for running the store, providing direction and support to colleagues to deliver excellent customer service.
Our management teams are the driving force behind the business. With bold leadership, passion for service, and an eye for opportunity, you will empower teams to raise the bar every day. Whether it's product availability, safety standards, or seamless daily operations, you will be a hands-on, sleeves-rolled-up changemaker. Your leadership will make work more rewarding for colleagues and shopping a next-level experience for customers. This is how we bring our purpose to life, one powerful action at a time.

Benefits
- 10% discount on shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks, increasing to 15% discount at Sainsbury’s every Friday and Saturday
- Annual bonus scheme based on performance
- Free food and hot drinks in 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 for support and development
- Cycle to Work scheme for tax-efficient bike hire
- Special offers on gym memberships, restaurants, holidays, retail vouchers and more
- Inclusive workplace committed to diversity, equity and inclusion with enhanced leave options and support for carers
- Development opportunities including mentorship, training and career progression pathways

Experience
- Previous line management responsibilities in a fast-paced, operational environment
- Proven track record of delivering exceptional customer experiences and coaching others to raise standards
- Leadership experience in a high-volume, dynamic, customer-facing setting such as retail, food service or hospitality
- Success in delivering against a wide range of KPIs including sales, stock availability, customer satisfaction and colleague engagement
- Experience managing complex people matters including performance, absence and formal employee relations cases with confidence and fairness

About you
You are truly obsessed with customers and service, and you coach your team to do the same. You lead operations confidently and can manage the store in the absence of more senior management. You inspire others, drive high performance, and create a culture where colleagues thrive.

Qualifications
Not specifically stated, but leadership experience and a strong track record in operational management are essential.