Customer Experience Manager

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

Job summary

A leading company in the retail sector seeks a Customer Experience leader to enhance customer satisfaction and manage a dynamic team. This role offers a clear path for progression within the organization, emphasizing leadership, team development, and a commitment to excellent customer service. The ideal candidate will have supervisory experience and a passion for leveraging technology to improve operations.

Benefits

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

Free food and hot drinks for colleagues

Generous holiday entitlement

Pension scheme with company matching

Wellbeing support

Cycle to Work scheme

Discounts on gym memberships and restaurants

Qualifications

• Experience in managing or supervising in a fast-paced environment.
• Motivated to develop and bring out the best in others.
• Passionate about customer service.

Responsibilities

• Manage a medium to large in-store team and ensure smooth operations.
• Delight and inspire customers from the car park to checkout.
• Collaborate with other managers to improve customer outcomes.

Skills

Leadership

Customer Service

Team Management

Tools

Digital Tools

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 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 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 deliver improved customer and retail outcomes in your area.
• You collaborate closely with another Customer Experience Manager, sharing ideas and identifying improvements, ensuring a smooth handover between shifts.
• You communicate honestly and confidently with your team, providing timely feedback.
• You help your team empathize with customers, taking pride in delivering better service.
• You make decisions quickly and are comfortable not having 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 in handling daily challenges – your team depends on you!

You should share Sainsbury’s enthusiasm for technology. We leverage digital tools extensively – from stock management to rotas.

Most importantly, you are 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, with clear induction, tailored training plans, and ongoing coaching. You’ll have opportunities to advance into roles such as Lead Manager in Food, In-store Customer Experience, Clothing, or General Merchandise. Looking further ahead, this experience prepares you for Store Management or leadership roles across Sainsbury’s family brands like Habitat, Tu, Argos, Sainsbury’s Bank, and Nectar 360. We’re committed to helping you realize your potential.

Added benefits

Your 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; increased to 15% at Sainsbury’s on Fridays and Saturdays, and at Argos every payday.
• Free food and hot drinks for colleagues in all stores.
• Generous holiday entitlement, maternity, and paternity leave.
• Pension scheme with company matching of 4-7%.
• Sainsbury’s share scheme for discounted investments.
• Wellbeing support, including counseling and legal/financial advice.
• Colleague networks to support your development.
• Cycle to Work scheme for bikes and equipment, with tax benefits.
• Discounts on gym memberships, restaurants, holidays, retail vouchers, and more.

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