Customer Experience Manager at Sainsbury's

Maidstone, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

18 May, 26

Salary

19345.0

Posted On

17 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Management, People Management, Performance Management, Capability Management, Scheduling Accuracy, Pay Accuracy, Store Operations Leadership, Customer Service Coaching, KPI Delivery, Employee Relations, Line Management, Operational Leadership, High-Volume Operations, Problem Solving, Team Inspiration, Fairness

Industry

Retail

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.

Responsibilities

The role involves taking full responsibility for the overall customer experience across the store, from checkout to back of house, and managing the front-end checkout operation to meet customer expectations. Additionally, the manager will oversee petrol station operations (if applicable) and handle significant people management duties, including performance, capability, and scheduling accuracy.