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 includes a petrol station, you will also manage 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. 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, making work more rewarding for colleagues and elevating the shopping experience for customers.
Working for Sainsbury's comes with great rewards, including a discount card offering 10% off shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks, increasing to 15% off at Sainsbury’s every Friday and Saturday. You will also benefit from an annual bonus scheme, free food and hot drinks, generous holiday entitlement, pension matching (4-7.5%), a share scheme, wellbeing support, colleague networks, a Cycle to Work scheme, and special offers on gym memberships, restaurants, holidays, and retail vouchers.
We are committed to being an inclusive retailer where every colleague can achieve their full potential and every customer feels welcome. We offer enhanced discretionary leave for families, support for carers, resources to support colleagues and teams, internal networks for representation, and a range of development opportunities including mentorship, training, and career progression pathways. We celebrate diversity through initiatives and events fostering a culture of inclusion and respect.

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, fast-paced operational setting such as retail, food service, or hospitality.
- Success in delivering 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, able to coach and inspire a team to do the same. You lead operations confidently and can manage the store in the absence of more senior management. You are passionate about delivering for customers and creating a culture where colleagues thrive.

Qualifications
Specific qualifications are not listed; however, leadership experience and a strong track record in customer-facing operational environments are essential.