Location
London

Hours
Full Time - hours to be discussed

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 consistently deliver on our customer commitments. You will manage the front-end checkout operation, ensuring all customers are served in line with our high standards. If your store includes 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 accurate scheduling and pay. 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, leading with bold leadership, passion for service, and an eye for opportunity. You will empower teams to raise the bar daily, ensuring product availability, safety standards, and seamless daily operations. This hands-on role makes work more rewarding for colleagues and elevates the shopping experience for every customer, bringing our purpose to life one action at a time.

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
- 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 a high-volume, customer-facing setting such as retail, food service, or hospitality
- Success in delivering against 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
- Customer-obsessed with a passion for service and coaching teams to deliver the same
- Strong leadership skills with the ability to lead operations independently in the absence of senior management
- Motivated to inspire and drive high performance while creating a thriving team culture

Qualifications
While specific qualifications are not listed, leadership experience and a proven ability to manage teams and operations effectively are essential for success in this role.