Customer Experience Manager

TN United Kingdom; Scotland; On-site; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a Customer Experience Leader who is passionate about developing their team and providing exceptional service. In this well-balanced management role, you'll oversee daily operations, manage a dynamic team, and ensure customers enjoy a seamless experience. With opportunities for advancement and a commitment to your professional growth, this role is perfect for those eager to take on leadership responsibilities. Enjoy a supportive environment where your contributions are valued and rewarded, with a range of benefits designed to enhance your work-life balance.

Benefits

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

Free food and hot drinks

Generous holiday entitlement

Matching 4-7% pension contributions

Sainsbury’s share scheme

Wellbeing support

Colleague networks for professional growth

Cycle to Work scheme

Special offers on gym memberships

Special offers on holidays and retail vouchers

Qualifications

• Experience in managing or supervising teams in a fast-paced environment.
• Motivated to develop and inspire others in customer service.

Responsibilities

• Delight and inspire customers from the car park to the checkout.
• Manage a medium to large in-store team and ensure smooth operations.

Skills

People Development

Customer Service

Team Management

Operational Management

Education

Management Experience

Supervisory Experience

Tools

Digital Solutions for Stock Management

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 a lot 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 work closely with another Customer Experience Manager, sharing ideas, identifying improvements, and ensuring a smooth handover between shifts.
• You communicate directly with your team, providing honest feedback early and often.
• You help your team empathize with customers, taking pride in delivering better service.
• You make decisions confidently and comfortably, even when not all answers are known.

About you

We’re open-minded about your career path. You’re likely already managing or supervising people in a fast-paced environment and are confident handling various daily challenges – your team depends on you!

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

What matters most is you – motivated to develop, dedicated to inspiring 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. You’ll receive a clear induction, tailored training plans, and ongoing coaching to help you succeed and develop.

As a Customer Experience Manager, you could advance to a Lead Manager role 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 will depend on your experience, store size, complexity, and location. Additionally, we offer a range of benefits, including:

• 10% discount at Sainsbury’s, Argos, Tu, and Habitat after four weeks, increasing to 15% at Sainsbury’s every Friday and Saturday, and at Argos every payday.
• Free food and hot drinks in all stores.
• Generous holiday entitlement, maternity, and paternity leave.
• Matching 4-7% pension contributions.
• Sainsbury’s share scheme for discounted investments.
• Wellbeing support including emotional, legal, and financial advice.
• Colleague networks for professional growth.
• Cycle to Work scheme for bikes and cycling gear.
• Special offers on gym memberships, holidays, retail vouchers, and more.

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