Customer Experience Manager

Sainsbury's; Nairn; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading UK supermarket chain seeks a Customer Experience Manager in Nairn, Scotland. This role involves overseeing customer service from checkout to back office, managing staff performance, and driving high standards in customer care. The ideal candidate has proven experience in a fast-paced environment and is passionate about exceptional service delivery and team coaching. This position offers the opportunity to impact customer satisfaction and operational efficiency significantly.

Qualifications

• Proven experience in a customer-facing management role.
• Ability to inspire and lead teams in a fast-paced environment.
• Experience with KPI management and employee relations.

Responsibilities

• Manage the overall customer experience and service delivery.
• Oversee front-end operations and manage checkouts.
• Lead a dynamic team and handle performance-related issues.

Skills

Customer service excellence

People management

Performance coaching

KPI delivery

Job description

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.