Location
London, 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 the store includes 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 the business. With bold leadership, passion for service, and an eye for opportunity, you will empower teams to raise the bar every day. Whether it’s product availability, safety standards, or seamless daily operations, you will be a hands-on leader making a real impact. This role brings our purpose to life through powerful actions that make work rewarding for colleagues and shopping exceptional for customers.

Working for Sainsbury’s offers great rewards including a discount card (10% off after four weeks, increasing to 15% on Fridays and Saturdays), an annual bonus scheme, free food and hot drinks, generous holiday entitlement, pension matching (4-7.5%), share scheme, wellbeing support, colleague networks, Cycle to Work scheme, and special offers on gym memberships, restaurants, holidays, and retail vouchers.

We are committed to being an inclusive retailer where every colleague can achieve their full potential and every customer feels welcome. We offer enhanced discretionary leave, support for carers, internal networks, development opportunities including mentorship and training, and celebrate diversity through various initiatives and events. 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.
Experience leading teams in dynamic, customer-facing environments such as retail, food service, or hospitality.
Leadership experience overseeing daily operations, solving business problems, and maintaining focus on customer delivery.
Proven success 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 the ability to coach and inspire a team.
Comfortable leading operations independently in the absence of senior management.
Strong leadership skills with the ability to empower and motivate colleagues to deliver outstanding results.

Qualifications
Not explicitly specified, but leadership experience in high-volume, fast-paced operational settings is essential.