Customer Experience Manager

Social network you want to login/join with:

You’re ambitious for more leadership responsibility. Maybe one day, you’d like to run your own store or take on a bigger role in the future. First, you want to focus on your people development skills – crafting a team that delivers what you need, when you need it.

This is a well-balanced management role with clear accountability – you’ll understand exactly what’s expected of you and who to turn to for support. Whether you already have some supervisory experience or you’re looking to make the step up, it’s the perfect chance to get close to your team and grow your skills.

What you’ll be doing

Our purpose is driven by our passion for food: together we serve and help every customer.

As a Customer Experience Leader, your job is to delight and inspire customers from the car park to the checkout. Whether they’re collecting online orders, stocking up on essentials, or filling up with petrol, you’ll ensure they enjoy the very best experience. Reporting to our Lead Customer Experience Manager, your focus is on operational in-store management, ensuring that your area runs smoothly, day in, day out.

There’s an emphasis on managing a medium to large in-store team – assigning tasks, planning breaks, creating rotas, addressing performance issues sensitively and effectively, and assisting with recruitment. You’ll be a visible leader on the shop floor, a role model who drives training and fosters a team where everyone feels welcome, and colleagues feel safe to challenge the way things are done.

What success looks like

There’s lots to achieve. Here’s how you’ll know you’re developing:

• You support the Lead Customer Experience Manager to deliver improved customer and retail outcomes in your area.
• You work closely with another Customer Experience Manager, sharing ideas and identifying ways to improve, ensuring a smooth handover between shifts.
• You are confident in giving honest, early feedback to your team.
• You help your team put themselves in customers’ shoes, taking pride in delivering better service.
• You make decisions at pace and become comfortable with not knowing all the answers.

About you

We’re open-minded about your career trajectory. You’re probably already managing or supervising people in a fast-paced setting and are confident handling various challenges daily – your team depends on you!

You’ll need to share Sainsbury’s love of technology. We’re ahead of the curve, doing as much digitally as possible – from stock management to rotas.

What matters most is you – motivated to develop, dedicated to bringing out the best in others, and passionate about customer service. That’s what our stores are all about.

Where next?

The Sainsbury’s in-store management structure is designed to help people like you progress, with support and opportunities to deliver excellence. Upon joining, you’ll receive a clear induction and training plan tailored to your needs, built alongside your manager. They will support and coach you to perform well while allowing time for development.

As a Customer Experience Manager, you could advance into a Lead Manager role in Food, In-store Customer Experience, Clothing, or General Merchandise. Looking further ahead, it’s excellent preparation for a Store Management role or leadership challenges across the Sainsbury’s family: Habitat, Tu, Argos, Sainsbury’s Bank, and Nectar 360. We know how to help you realize your potential.

Added benefits

Salary depends on your experience, store size, complexity, and location. We also offer a range of benefits, including:

• Discount card – 10% off shopping at Sainsbury’s, Argos, Tu, and Habitat after four weeks, increasing to 15% at Sainsbury’s on Fridays and Saturdays, and 15% off at Argos every payday.
• Free food and hot drinks for colleagues in all stores.
• Generous holiday entitlement, maternity, and paternity leave.
• Pension – we’ll match 4-7% of your contributions.
• Sainsbury’s share scheme – build investments at discounted rates.
• Wellbeing support – access to emotional support, counseling, legal, and financial advice.
• Colleague networks – connect with like-minded colleagues to support your growth.
• Cycle to Work scheme – hire a bike and equipment, saving on tax and NI.
• Special offers on gym memberships, restaurants, holidays, retail vouchers, and more.

Click ‘apply’ to start your Sainsbury’s journey.