Customer Experience Manager

Sainsbury's; Whitby; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading UK supermarket chain is seeking a Customer Experience Manager to oversee the overall customer experience and manage store operations. Key responsibilities include ensuring high customer satisfaction at the checkout and throughout the store, leading a dynamic team, and handling performance management effectively. Ideal candidates will have a proven track record in high-volume, fast-paced settings. This role is crucial for driving performance and enhancing customer engagement across all service areas.

Qualifications

• Track record of delivering exceptional customer experiences.
• Experience leading teams in a dynamic, customer-facing environment.
• Leadership experience in a high-volume operational setting.

Responsibilities

• Manage overall customer experience across the store.
• Oversee front-end checkout operation.
• Lead people management tasks and store operations.

Skills

Customer obsession

Performance management

Leadership in operations

Disciplinary handling

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.