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. 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 exceptional 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 for our customers. Whether it's product availability, safety standards, or seamless daily operations, you will be a hands-on, sleeves-rolled-up changemaker. Your leadership will make work more rewarding for colleagues and 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 with discounted investment 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, equality and support for carers and families
- 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, dynamic, customer-facing settings 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 with confidence and fairness

About you
- Truly obsessed with customers and service, with the ability to inspire and coach a team to do the same
- Comfortable leading operations independently in the absence of senior management
- Strong problem-solving skills and ability to keep teams focused on delivering for customers
- Passionate about creating a culture where colleagues thrive and feel supported

Qualifications
No specific qualifications required; however, leadership experience and a commitment to delivering outstanding customer service are essential.