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, and oversee operations in the petrol station if 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. Our management teams are the driving force behind the business, empowering teams to raise the bar every day. You will lead with bold leadership, a passion for service, and an eye for opportunity, ensuring product availability, safety standards, and seamless daily operations. This role offers the chance to make work more rewarding for colleagues and elevate the shopping experience for every customer.

Benefits
- 10% discount 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 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 for personal and professional development
- Cycle to Work scheme for 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
- 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
- Customer-obsessed with a passion for service and coaching teams
- Comfortable leading operations independently in the absence of senior management
- Able to inspire and drive high performance while creating a thriving team culture

Qualifications
No specific qualifications required; however, leadership experience and a strong customer focus are essential.