Customer Experience Manager

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

Job summary

An established industry player seeks a dynamic Customer Experience Leader to enhance customer satisfaction and operational efficiency. In this pivotal role, you will manage a dedicated team, ensuring they deliver exceptional service while fostering a positive work environment. With opportunities for career progression within a supportive management structure, this role is perfect for those who are passionate about leadership and customer service. Join a forward-thinking company that values your development and offers a range of benefits to support your well-being and professional growth.

Benefits

10% shopping discount

Free food and hot drinks

Generous holiday leave

Matching pension contributions

Sainsbury’s share scheme

Wellbeing support

Colleague networks

Cycle to Work scheme

Special offers on gyms

Retail vouchers

Qualifications

• Experience in a fast-paced supervisory role is essential.
• Passion for customer service and team development.

Responsibilities

• Manage daily operations and team performance on the shop floor.
• Inspire and support team members to deliver excellent customer experiences.

Skills

Leadership Skills

Customer Service

Team Management

Operational Management

Problem Solving

Education

High School Diploma

Management Training

Tools

Digital Stock Management Solutions

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, focus on developing your people skills—building a team that delivers when needed.

This is a well-balanced management role with clear accountability. You’ll understand expectations and know who to turn to for support. Whether you have supervisory experience or are looking to step up, it’s a great opportunity to get closer to your team and grow your skills.

What you’ll be doing

Our purpose, driven by our passion for food, is to serve and help every customer.

As a Customer Experience Leader, your role is to delight and inspire customers from the car park to checkout. Whether collecting online orders, shopping for essentials, or filling up with petrol, you’ll ensure they enjoy the best experience. Reporting to the Lead Customer Experience Manager, you’ll focus on operational in-store management, ensuring smooth daily operations.

You’ll manage a medium to large in-store team—assigning tasks, planning breaks, creating rotas, addressing performance issues sensitively, and assisting with recruitment. You’ll be a visible leader on the shop floor, role-modeling training and fostering a welcoming, safe environment where colleagues feel empowered to challenge the status quo.

What success looks like

Here’s how you’ll know you’re developing:

• Supporting the Lead Customer Experience Manager to improve customer and retail outcomes
• Collaborating with another Customer Experience Manager to share ideas and ensure smooth shift handovers
• Providing honest, timely feedback to your team
• Helping your team empathize with customers and pride in service delivery
• Making decisions confidently and at pace, even without all the answers

About you

We’re open to your career trajectory. You’re likely already managing or supervising in a fast-paced environment and confident handling daily challenges—your team depends on you!

You should share Sainsbury’s enthusiasm for technology, as we leverage digital solutions for stock management, rotas, and more.

Most importantly, you’re motivated to develop, dedicated to inspiring others, and passionate about customer service—core to our stores’ success.

Where next?

Our in-store management structure is designed to support your progression. You’ll receive a tailored induction, training plan, and ongoing coaching to help you succeed and develop further.

Potential career paths include moving into Lead Manager roles in Food, Customer Experience, Clothing, or Merchandise, or advancing toward Store Management or leadership roles across Sainsbury’s family brands like Habitat, Tu, Argos, Sainsbury’s Bank, and Nectar 360. We’re committed to unlocking your potential.

Added benefits

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

• 10% shopping discount at Sainsbury’s, Argos, Tu, and Habitat after four weeks, increasing to 15% on Fridays and Saturdays at Sainsbury’s and at Argos on paydays
• Free food and hot drinks in stores
• Generous holiday, maternity, and paternity leave
• Matching 4-7% pension contributions
• Sainsbury’s share scheme at discounted rates
• Wellbeing support: emotional, legal, and financial advice
• Colleague networks for professional growth
• Cycle to Work scheme for bikes and accessories
• Special offers on gyms, holidays, retail vouchers, and more

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