Location
London

Hours
Full Time - hours may vary depending on store needs

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, and oversee operations in our petrol station where applicable. People management is a key part of the role, including managing performance and capability, conducting disciplinaries, and ensuring accurate scheduling and pay. At times, you may assume overall responsibility for running the store, providing direction and support to colleagues to deliver exceptional service for customers. Our management teams are hands-on leaders who drive the business forward with passion and bold leadership, empowering teams to raise the bar every day. You will play a vital role in ensuring product availability, safety standards, and seamless daily operations, making shopping a next-level 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 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 equipment
- Special offers on gym memberships, restaurants, holidays, retail vouchers and more

Sainsbury’s is committed to being an inclusive workplace where every colleague can achieve their full potential and every customer feels welcome. We offer enhanced discretionary leave for families and carers, resources to support colleagues and their teams, internal networks for representation, and a range of development opportunities including mentorship, training, and career progression. We celebrate diversity through initiatives and events fostering a culture of inclusion and respect. Reasonable adjustments are available during application and interview stages to support all candidates.

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
- Demonstrated success in 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, able to inspire and coach a team to deliver outstanding results. You lead operations confidently and can manage the store in the absence of senior management. You are a hands-on leader who drives high performance and creates a thriving culture for colleagues.

Qualifications
Relevant leadership experience in operational environments is essential. Specific formal qualifications are not stated but a strong leadership background and ability to manage complex people issues are required.