Customer Experience Manager

Join to apply for the Customer Experience Manager role at Sainsbury's.

Our management teams don’t just run stores – they’re the driving force behind our business. With bold leadership, a passion for service and an eye for opportunity, they empower teams to raise the bar every single day for our customers. Whether it’s product availability, safety standards, or delivering seamless daily operations, they’re hands‑on, sleeves‑rolled‑up changemakers. And the impact? Work becomes more rewarding for our colleagues, and shopping becomes a next‑level experience for every customer who walks through our doors.

This is how we bring our purpose to life, one powerful action at a time.

• Taking responsibility for the overall customer experience across the store from checkout to back of house ensuring deliverance of customer commitments.
• Managing the front‑end checkout operation, ensuring all customers are served in line with our expectations.
• Managing operations in the petrol station (if your shop has one).
• People‑management responsibilities: managing performance and capability, conducting disciplinaries, ensuring scheduling and pay are accurate.
• Occasionally assuming overall responsibility for running the store, providing direction and support to deliver for the customer.

• Previous line‑management responsibilities in a fast‑paced, operational environment.
• A genuine obsession with customers and service, and the ability to coach a team to do the same.
• Proving delivery of KPI’s or other performance indicators.
• Experience managing disciplinaries, performance issues or other employee‑relations matters.
• Comfortable leading operations alone in the absence of senior management.

• 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 – inspiring others, driving high performance, and creating a culture where colleagues thrive.
• Leadership experience in a high‑volume, fast‑paced operational setting – retail, food service or hospitality – where you’ve overseen daily operations, solved problems and kept teams focused on delivering for customers.
• Proven success in delivering against a wide range of KPIs – from sales and stock availability to customer satisfaction and colleague engagement – making a measurable difference.
• Experience managing complex people matters, including performance, absence and formal employee‑relations cases, with confidence and fairness.

Salary will be dependent upon experience as well as store size, complexity and location. Alongside this we offer a range of benefits for our managers, including:

• Discount card – 10% discount off your shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks. This increases to 15% off at Sainsbury’s every Friday and Saturday and 15% off at Argos every payday.
• An annual bonus scheme based on our and your performance.
• Free food and hot drinks for colleagues in all stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension – we’ll match 4‑7.5% of your pension contributions.
• Sainsbury’s share scheme – build up an investment at discounted rates.
• Wellbeing support – access to emotional support, counselling, legal and financial advice.
• Colleague networks – link with like‑minded people to help fulfil your potential.
• Cycle to Work scheme – opportunity to hire a new bike and cycling equipment while saving on tax and NI.
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more.

We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome when they shop with us. To support this commitment, our colleagues may be entitled to a range of enhanced discretionary leave for families, as well as support for carers. We provide resources to help them understand and support their role and team effectively.

Our internal colleague networks seek to ensure true representation for everyone, helping us identify and remove barriers that our colleagues may face. We are proud to offer a range of development opportunities – mentorship, training and career progression pathways – to help our colleagues grow and succeed. We also celebrate diversity through various initiatives and events, fostering a culture of inclusion and respect.

If you would like to learn more about our commitment to inclusivity, please see the provided link.

Should you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.

• Mid‑Senior level

• Full‑time

• Other
• Retail