Customer Experience Manager

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 applicable).
• 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 KPIs or other performance indicators.
• Can manage disciplinaries, performance issues or other similar employee relations issues.
• Leads operations and is 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 - inspiring others, driving high performance, and creating a culture where colleagues thrive.
• Leadership experience in a high-volume, fast-paced operational setting - whether in retail, food service, or hospitality.
• Proven success in delivering against a wide range of KPIs - from sales and stock availability to customer satisfaction and colleague engagement.
• Experience managing complex people matters, including performance, absence, and formal employee relations cases, with confidence and fairness.

Salary & Benefits:

• Salary will be dependent upon your experience as well as the store size, complexity and location.
• 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.

Inclusivity & Development:

• 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.