Location
London

Hours
Full Time (hours not specified)

Salary
Negotiable, dependent upon 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 exceptional customer service.
Our management teams are the driving force behind the business. With bold leadership, a 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. This role makes work more rewarding for colleagues and elevates 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 at Sainsbury’s every Friday and Saturday
- Annual bonus scheme based on store and individual 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 offering tax and NI savings on bikes and cycling equipment
- Special offers on gym memberships, restaurants, holidays, retail vouchers and more
- Inclusive working environment with support for families and carers, development opportunities, and a culture of respect and diversity

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
- Experience managing complex people matters including performance, absence, and formal employee relations cases with confidence and fairness
- Demonstrated success in delivering against a wide range of KPIs including sales, stock availability, customer satisfaction, and colleague engagement

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
No specific qualifications are stated; however, leadership experience and a strong customer focus are essential.