Customer Experience Manager

TN United Kingdom; Chelmsford; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Experience Leader who is passionate about people development and customer service. This role offers a unique opportunity to manage a dynamic team, ensuring a seamless customer experience from the moment they enter the store. You will be responsible for operational management, team training, and fostering a welcoming environment. With a strong emphasis on leadership, this position is perfect for those looking to grow their career in retail management. Join a company that values your development and offers a range of benefits to support your journey.

Benefits

10% discount at Sainsbury’s, Argos, Tu, and Habitat

Free food and hot drinks

Generous holiday entitlement

Pension scheme with employer contributions

Sainsbury’s share scheme

Wellbeing support

Colleague networks

Cycle to Work scheme

Special offers on gym memberships

Discounted retail vouchers

Qualifications

• Experience managing or supervising a team in a fast-paced environment.
• Passion for technology and customer service.

Responsibilities

• Delight and inspire customers from the car park to the checkout.
• Manage a medium to large in-store team effectively.

Skills

People Development

Customer Service

Team Management

Operational Management

Digital Tools Proficiency

Education

Experience in Retail Management

Tools

Stock Management Systems

Job description

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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 welcoming team environment where everyone feels safe to challenge the status quo.

What success looks like

There’s plenty to achieve. You’ll know you’re developing when you:

• Support the Lead Customer Experience Manager to deliver improved customer and retail outcomes in your area
• Collaborate closely with another Customer Experience Manager, sharing ideas and identifying improvements, ensuring a smooth handover between shifts
• Provide honest, early, and often feedback to your team
• Help your team empathize with customers, taking pride in delivering better service
• Make decisions confidently and at pace, even without knowing all the answers

About you

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

You should have a passion for technology, as we leverage digital tools extensively – from stock management to rotas.

Most importantly, you’re 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 support your progression, offering support and opportunities to excel. When you join, you’ll receive a comprehensive induction and tailored training plan developed with your manager. They will support and coach you to perform well while providing time for your 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, this experience prepares you for Store Management or leadership roles across the Sainsbury’s family, including Habitat, Tu, Argos, Sainsbury’s Bank, and Nectar 360. We’re committed to helping you realize your potential.

Added benefits

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

• 10% discount at Sainsbury’s, Argos, Tu, and Habitat after four weeks, increasing to 15% at Sainsbury’s on Fridays and Saturdays, and 15% at Argos every payday
• Free food and hot drinks in all our stores
• Generous holiday entitlement, maternity, and paternity leave
• Pension scheme with 4-7% employer contributions
• Sainsbury’s share scheme for investment at discounted rates
• Wellbeing support, including emotional support, counseling, legal, and financial advice
• Colleague networks to connect with like-minded colleagues and support your development
• Cycle to Work scheme for affordable bikes and equipment
• Special offers on gym memberships, restaurants, holidays, retail vouchers, and more

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