Customer Experience Manager

Sainsbury’s Group; Royal Tunbridge Wells; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Discount card 10% (Sainsbury's/Argos/H

Annual bonus scheme

Free food and hot drinks

Generous holiday entitlement

Pension – employer contributions match

Sainsbury's share scheme

Wellbeing support

Cycle to Work

Special offers on gym memberships

Job summary

Sainsbury’s Group is seeking an experienced Customer Experience Manager to oversee the end-to-end store experience, from checkout to back-of-house operations. You will lead front-end and retail staff, driving KPI performance while coaching teams to deliver outstanding customer service.

You will manage performance, disciplinary matters, scheduling, and payroll, with the ability to run the store in the absence of senior management.

Qualifications

• Previous line management experience in fast-paced, operational environments.
• Obsessed with customers and service; coach a team to do the same.
• Tracks record delivering KPIs and performance indicators.
• Capable of handling disciplinaries and employee relations.
• Leads operations and can run the store in the absence of more senior management.
• Experience guiding teams to deliver exceptional customer experiences.
• Experience in high-volume, dynamic retail/hospitality settings.
• Proven success across KPI metrics including sales, stock availability, customer satisfaction.

Responsibilities

• Take responsibility for the overall customer experience across the store, from checkout to back of house.
• Manage the front-end checkout operation to ensure customers are served in line with expectations.
• Operate the petrol station where applicable.
• Manage performance, capability, and scheduling/pay; conduct disciplinaries.
• Occasionally assume overall responsibility for running the store with direction and support for colleagues.

Skills

Line management

Customer service

KPI delivery

People management

Disciplinary handling

Job description

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.
• 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.