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 the 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 our 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. This role makes work more rewarding for colleagues and elevates the shopping experience for every customer who walks through our doors. This is how we bring our purpose to life, one powerful 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 company and individual performance
- Free food and hot drinks provided 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 opportunities
- 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

We are dedicated to being an 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, and resources to help colleagues understand and support their roles effectively. Our internal networks promote representation and help remove barriers. We provide development opportunities including mentorship, training, and career progression pathways. We celebrate diversity through initiatives and events fostering a culture of inclusion and respect. Reasonable adjustments during application or interview stages are available 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
- Leadership experience in a high-volume, fast-paced operational setting such as retail, food service, or hospitality
- Experience managing daily operations, solving business problems, and keeping teams focused on customer delivery
- Proven 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 cases with confidence and fairness

About you
- Customer-obsessed with a passion for service and coaching teams to do the same
- Comfortable leading operations independently in the absence of senior management
- Strong people management skills including performance management and disciplinary processes
- Ability to inspire and drive high performance while creating a thriving team culture

Qualifications
No specific qualifications required; focus is on leadership experience, customer focus, and operational capability.