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 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 excellent 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, making work more rewarding for colleagues and shopping a next-level experience for customers.
Working for Sainsbury's comes with great rewards including a discount card (10% off shopping after four weeks, increasing to 15% off every Friday and Saturday), an annual bonus scheme, free food and hot drinks in stores, generous holiday entitlement, pension matching (4-7.5%), share scheme, wellbeing support, colleague networks, Cycle to Work scheme, and special offers on gym memberships, restaurants, holidays, and retail vouchers.
We are dedicated to being a truly 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 help colleagues and teams, internal networks for representation, development opportunities including mentorship and training, and initiatives celebrating diversity and inclusion. Reasonable adjustments during application or interview stages are supported upon request.

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.
- Experience leading teams in dynamic, customer-facing environments such as retail, food service, or hospitality.
- Leadership in high-volume, fast-paced operational settings, overseeing daily operations and solving business problems.
- 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 with confidence and fairness.

About you
Someone who is truly obsessed with customers and service, able to coach and inspire a team to do the same. Comfortable leading operations independently in the absence of senior management. A hands-on leader who empowers teams and drives high performance while creating a thriving culture.

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