Customer Experience Manager

Sainsbury's; Livingston; On-site; GBP 34,000 - 52,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and drinks

Generous holiday entitlement

Pension – matching

Sainsbury’s share scheme

Wellbeing support

Colleague networks

Cycle to Work

Special offers

Job summary

Sainsbury's is seeking a Customer Experience Manager in Livingston to lead store operations and deliver outstanding customer service. You will manage checkout and back‑of‑house activities, coach teams, and drive high performance while maintaining strong KPI results.

The role requires proven leadership in a fast‑paced environment with a customer‑obsessed mindset and ability to guide colleagues to achieve targets. A hands‑on approach and ability to work across departments are essential.

Qualifications

• A track record of delivering exceptional customer experiences and coaching others to raise the bar.
• Experience leading teams in fast-paced, customer-facing environments and driving high performance.
• Leadership experience in high-volume operations, solving problems and directing daily activities.
• Proven success delivering against KPIs across sales, availability and colleague engagement.
• Experience handling complex people matters with fairness and confidence.

Responsibilities

• Oversee the end-to-end customer experience from checkout to back of house.
• Manage front-end checkout operations to meet customer expectations.
• Oversee store operations and petrol station (if present).
• Lead and develop teams, manage performance, disciplinaries, and scheduling/pay.
• Occasionally assume overall responsibility for running the store and guiding colleagues.

Skills

Customer experience

Team leadership

KPI management

Coaching

Operational excellence

Job description

Leading in our stores

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.

What you’ll be doing

• Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments
• Managing the front-end checkout operation, ensuring all our customers are served in line with our expectations
• Managing operations in our petrol station (If your shop has one)
• People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.
• At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer.

What makes a great customer experience manager

• Previous line management responsibilities in a fast-paced, operational environment.
• Someone who is truly obsessed with customers and service, and coaches a team to do the same.
• Delivers KPI's or other performance indicators.
• Can manage disciplinaries, performance issues or other similar employee relations issues.
• Leads operations and comfortable doing this alone in the absence of more senior management.

Essential Criteria

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

Working for us has great rewards

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

• Discount card – 10% discount off on your shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks. This increases to 15% discount off at Sainsbury’s every Friday and Saturday.
• An annual bonus scheme based on our, and your, performance.
• Free food and hot drinks provided for Colleagues in all our 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.
• Our Cycle to Work scheme gives you the opportunity to hire a new bike and cycling equipment, whilst saving on tax and NI.
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more.

An inclusive place to work and shop

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 our colleagues resources to help them understand and support their role and their 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, including 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 take a look here.

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