Customer Experience Manager

Sainsbury’s Group; Whitby; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading retail company in the UK is seeking a Customer Experience Manager responsible for overseeing the entire customer experience in store and ensuring high performance from the team. The ideal candidate will have a proven track record in customer service and operational management within a fast-paced environment. This role includes managing checkout operations and motivates the team to deliver exceptional service while meeting KPIs. The position offers a range of benefits, including discounts, bonuses, and development opportunities.

Benefits

10% discount on shopping after four weeks

Annual bonus scheme

Free food and hot drinks for colleagues

Generous holiday entitlement

Pension matching

Share scheme

Wellbeing support

Cycle to Work scheme

Special offers on gym memberships

Qualifications

• Track record of delivering exceptional customer experiences.
• Experience in line management in an operational environment.
• Able to manage complex employee relations issues.

Responsibilities

• Oversee the overall customer experience across the store.
• Manage front-end checkout operations and petrol station.
• Lead team performance and conduct staff management.

Skills

Customer obsession

Coaching abilities

Leadership in fast-paced environments

Performance management

Ability to deliver KPIs

Job description

Customer Experience Manager Responsibilities

• 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

A track record of delivering exceptional customer experiences, with evidence of coaching others to consistently raise the bar.

• 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.
• 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 and 15% off at Argos every pay day.
• 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.