Customer Experience Manager

Customer Experience Manager

Edgware Full-Time 35050 - 42060 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead the customer experience and manage store operations for an exceptional shopping journey.
  • Company: Join Sainsbury’s, a leading retailer committed to inclusivity and customer satisfaction.
  • Benefits: Enjoy discounts, bonuses, free food, generous holidays, and wellbeing support.
  • Why this job: Be a changemaker in a dynamic environment, enhancing customer experiences and team performance.
  • Qualifications: Previous management experience in a fast-paced setting with a passion for customer service.
  • Other info: Opportunities for mentorship, training, and career progression in a supportive workplace.

The predicted salary is between 35050 - 42060 £ per year.

Salary: From £35,050Location: Edgware Store, Edgware, HA8 7BQContract type: PermanentBusiness area: RetailClosing date: 26 July 2025Requisition ID: 400007357

Leading in our stores:

Our management teams don’t just run stores – they’re the driving force behind our business. With bold leadership, a passion for service and an eye for opportunity, they empower teams to raise the bar every single day for our customers. Whether it\’s product availability, safety standards, or delivering seamless daily operations, they’re hands-on, sleeves-rolled-up changemakers. And the impact? Work becomes more rewarding for our colleagues, and shopping becomes a next-level experience for every customer who walks through our doors. This is how we bring our purpose to life, one powerful action at a time.

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.

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 fourweeks. 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 .

Should you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.

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Customer Experience Manager employer: Sainsbury's Supermarkets Ltd

As a Customer Experience Manager at our Edgware Store, you will be part of a dynamic team that prioritises exceptional service and operational excellence. We offer a supportive work culture with numerous benefits, including generous discounts, an annual bonus scheme, and extensive development opportunities to help you grow in your career. Our commitment to inclusivity ensures that every colleague can thrive, making this an excellent place for those seeking meaningful and rewarding employment.
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Contact Detail:

Sainsbury's Supermarkets Ltd Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Customer Experience Manager

✨Tip Number 1

Familiarise yourself with the latest trends in customer experience management. Understanding what makes a great customer journey can help you stand out during interviews, as you'll be able to discuss relevant strategies and examples.

✨Tip Number 2

Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.

✨Tip Number 3

Prepare to showcase your leadership skills. Think of specific examples where you've successfully managed a team or improved customer satisfaction, as these will resonate well with the hiring managers.

✨Tip Number 4

Research the company's values and mission. Being able to articulate how your personal values align with theirs can demonstrate your commitment to their customer-centric approach and make a strong impression.

We think you need these skills to ace Customer Experience Manager

Customer Service Excellence
Leadership Skills
Performance Management
Operational Management
Team Coaching and Development
Conflict Resolution
Attention to Detail
Ability to Work Under Pressure
Communication Skills
Problem-Solving Skills
KPI Management
Scheduling and Payroll Accuracy
Adaptability
Empathy and Emotional Intelligence

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in customer service and management. Use specific examples that demonstrate your ability to lead teams and improve customer experiences.

Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership skills. Mention how your previous roles have prepared you for the responsibilities outlined in the job description.

Highlight Key Achievements: In both your CV and cover letter, include quantifiable achievements related to KPIs or performance indicators. This could be improvements in customer satisfaction scores or successful team management.

Showcase Your People Skills: Emphasise your experience in managing teams and handling employee relations. Provide examples of how you've coached team members to enhance their performance and deliver exceptional customer service.

How to prepare for a job interview at Sainsbury's Supermarkets Ltd

✨Show Your Passion for Customer Service

As a Customer Experience Manager, your obsession with customer service should shine through. Be prepared to share specific examples of how you've gone above and beyond to enhance customer experiences in previous roles.

✨Demonstrate Leadership Skills

Highlight your previous line management experience and how you've successfully led teams in fast-paced environments. Discuss your approach to coaching and developing team members to ensure they deliver exceptional service.

✨Prepare for Operational Scenarios

Since the role involves managing operations, be ready to discuss how you would handle various operational challenges. Think about scenarios related to checkout management or petrol station operations and how you would ensure smooth running.

✨Understand Key Performance Indicators (KPIs)

Familiarise yourself with common KPIs in retail and be ready to discuss how you've met or exceeded these in past roles. This shows that you understand the metrics that drive success in a customer-focused environment.

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