Customer Experience Manager
full-time•Leeds
About this role
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.
Other facts
Tech stack
Customer Experience,People Management,Performance Management,Operational Management,KPI Delivery,Coaching,Team Leadership,Employee Relations,Problem Solving,Dynamic Environment,High Volume Operations,Customer Service,Retail Management,Food Service,Hospitality,Scheduling
About Sainsbury's
Over 150 years old and still going strong, we’re the UK’s second-biggest retailer. Every day, the nation shops with us because they know they’ll get affordable, good food and excellent service.
We focus on great value and convenient shopping across our family of brands, from Argos, Nectar and Habitat to Sainsbury’s Bank, Smart Charge and Tu.
What’s next for Sainsbury’s?
We've put food back at the heart of our business and we’re taking Sainsbury’s to the next level. We’re investing in technology and people and we’re thinking bigger about how we attract and connect with our customers, while doing everything we can to create a more resilient UK food system.
Team size: 10,001+ employees
Website: https://sainsburys.jobs/
LinkedIn: Visit
Industry: Retail
Founding Year: 1869
What you'll do
- The Customer Experience Manager is responsible for overseeing the overall customer experience in the store, managing the front-end checkout operation, and ensuring that all colleagues are supported in delivering excellent service. The role also involves managing performance and capability of the team and occasionally taking overall responsibility for running the store.
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Frequently Asked Questions
What does a Customer Experience Manager do at Sainsbury's?
As a Customer Experience Manager at Sainsbury's, you will: the Customer Experience Manager is responsible for overseeing the overall customer experience in the store, managing the front-end checkout operation, and ensuring that all colleagues are supported in delivering excellent service. The role also involves managing performance and capability of the team and occasionally taking overall responsibility for running the store..
Why join Sainsbury's as a Customer Experience Manager?
Sainsbury's is a leading Retail company.
Is the Customer Experience Manager position at Sainsbury's remote?
The Customer Experience Manager position at Sainsbury's is based in Leeds, England, United Kingdom. Contact the company through Clera for specific work arrangement details.
How do I apply for the Customer Experience Manager position at Sainsbury's?
You can apply for the Customer Experience Manager position at Sainsbury's directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process. You can also learn more about Sainsbury's on their website.