Customer Experience Manager

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

Job summary

An established industry player is seeking a passionate Customer Experience Manager to lead a dynamic team in a fast-paced retail environment. This role focuses on operational management, ensuring an exceptional customer experience from the moment they enter the store. You'll be responsible for team development, task assignment, and fostering a welcoming atmosphere. With a commitment to technology and customer service, this position offers a clear path for career progression within a supportive management structure. Join us to maximize your potential and be part of a team that values growth and development.

Benefits

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

Free food and hot drinks

Generous holiday entitlement

Pension scheme with employer contributions

Share scheme for discounted investments

Wellbeing support

Colleague networks for support

Cycle to Work scheme

Special offers on gyms and restaurants

Qualifications

• Experience managing or supervising in a fast-paced retail environment.
• Motivated to develop and dedicated to customer service.

Responsibilities

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

Skills

Team Management

Customer Service

Operational Management

Performance Management

Education

Experience in Supervisory Role

Tools

Digital 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 essentials, or filling up with petrol, you’ll ensure they enjoy the best experience. Reporting to our Lead Customer Experience Manager, your focus is on operational in-store management, ensuring your area runs smoothly daily.

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 environment where everyone feels safe to challenge the status quo.

What success looks like

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

• You support the Lead Customer Experience Manager to improve customer and retail outcomes in your area.
• You work closely with another Customer Experience Manager, sharing ideas, identifying improvements, and ensuring a seamless shift handover.
• You’re confident providing honest, early feedback to your team.
• You help your team empathize with customers, taking pride in delivering better service.
• You’re making decisions quickly and are comfortable not knowing all the answers.

About you

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

You should share Sainsbury’s love of technology. We are digitally advanced – 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 management structure is designed to support your progression, providing support and opportunities to excel. Upon joining, you’ll receive a comprehensive induction, tailored training plan, and ongoing coaching to help you perform and develop.

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 prepares you for Store Management or leadership roles across Sainsbury’s family brands: Habitat, Tu, Argos, Sainsbury’s Bank, and Nectar 360. We are committed to maximizing your potential.

Added benefits

Your salary depends on 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 at Argos on paydays.
• Free food and hot drinks in stores.
• Generous holiday entitlement, plus maternity and paternity leave.
• Pension scheme with 4-7% employer contributions.
• Sainsbury’s share scheme for discounted investments.
• Wellbeing support, including counseling and legal/financial advice.
• Colleague networks for support and development.
• Cycle to Work scheme for bikes and equipment.
• Special offers on gyms, restaurants, holidays, retail vouchers, and more.

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