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 accuracy. 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, leading with bold leadership, 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 customers.

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 for colleagues in all stores
- Generous holiday entitlement, maternity and paternity leave
- Pension scheme with 4-7.5% matched contributions
- Sainsbury’s share scheme with discounted investment opportunities
- Wellbeing support including emotional support, counselling, legal and financial advice
- Colleague networks to support personal and professional growth
- Cycle to Work scheme for tax-efficient bike and equipment hire
- Special offers on gym memberships, restaurants, holidays, retail vouchers and more
- Inclusive workplace committed to diversity, equity and inclusion with enhanced discretionary leave 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 high-volume, customer-facing settings such as retail, food service or hospitality
- Demonstrated success delivering against KPIs including sales, stock availability, customer satisfaction and colleague engagement
- Experience managing complex people matters including performance, absence and formal employee relations with confidence and fairness

About you
You are truly obsessed with customers and service, and you inspire and coach your team to do the same. You lead operations confidently, including in the absence of more senior management. You are passionate about creating a culture where colleagues thrive and customers receive outstanding service.

Qualifications
Not explicitly stated, but leadership and operational experience in relevant environments is essential.