Customer Experience Manager

What you’ll be doing:

• Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments
• Managing the front-end checkout operation, ensuring all our customers are served in line with our expectations
• Managing operations in our petrol station (If your shop has one)
• People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate. 
• At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer.

What makes a great customer experience manager:

• Previous line management responsibilities in a fast-paced, operational environment.
• Someone who is truly obsessed with customers and service, and coaches a team to do the same.
• Delivers KPI's or other performance indicators.
• Can manage disciplinaries, performance issues or other similar employee relations issues.
• Leads operations and comfortable doing this alone in the absence of more senior management.

Essential Criteria:

• A track record of delivering exceptional customer experiences, with evidence of coaching others to consistently raise the bar.
• Experience leading teams in a dynamic, customer-facing environment — you’ve inspired others, driven high performance, and created a culture where colleagues thrive.
• Leadership experience in a high-volume, fast-paced operational setting — whether in retail, food service, or hospitality — where you’ve overseen daily operations, solved business problems, and kept teams focused on what matters most: delivering for customers.
• Proven success in delivering against a wide range of KPIs — from sales and stock availability to customer satisfaction and colleague engagement, you’ve made a measurable difference.
• Experience managing complex people matters, including performance, absence, and formal employee relations cases, with confidence and fairness.

Sainsbury’s company vision
Our vision is to be the most trusted retailer, where people love to work and shop. That means harnessing the talent, creativity and diversity of our colleagues to ensure that customers receive great service every time they shop with us.
If you would like to hear more about our vision and values, be sure to visit our corporate page.
We invest in training, development and multiple initiatives to ensure our teams feel enabled to offer the best shopping experience to our customers and that Sainsbury’s is truly a ‘Great Place to Work’.