Lead Customer Experience Manager

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.

• Lead a team of managers to ensure every customer has a great experience in store – from the checkouts to the petrol station.
• Plan for upcoming key trading activity and events by working closely with the rest of the store leadership team.
• Regularly take full accountability for the store in the absence of a store manager, role‑model and coach for high standards and efficiency across the store.
• Run operations at our checkout areas – both manned and self‑scan, petrol stations (if we have one) and back‑of‑house services.
• People management – managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.

• A passionate leader who is consistently ambitious for customers and colleagues, growing their team to do the same.
• Experience managing managers in a fast‑paced, customer‑facing environment.
• An operator comfortable managing alone in the absence of more senior management.
• Driven to deliver high performance with a focus on efficiency and engagement.
• Confident in the use of data, understanding and interpreting KPIs and other performance indicators, and experienced in improving these.
• Places inclusivity at the heart of what they do and uses this to build an inclusive team and working environment.
• Can manage disciplinaries, performance issues or other similar employee relations issues (up to dismissal).

• Experience leading large teams in a fast‑paced, customer‑focused environment – developed leaders, built high‑performing teams, created a culture of ownership and accountability.
• Track record of delivering exceptional customer experiences across complex operations, with evidence of delivering these through their team.
• Proven success in delivering and improving KPIs – from sales and stock availability to customer satisfaction and colleague engagement, driving results that matter.
• Experience managing sensitive and complex people matters, including performance, absence and formal employee relations cases, with confidence, fairness and sound judgement.
• Leadership experience in an operational environment – retail, hospitality or food service – owning departmental performance and confidently leading the store in the absence of senior leadership.
• Evidence of leading change – rolling out new ways of working, embedding new systems or shifting team mindsets – bringing people along and making change stick.

Salary will be dependent upon experience as well as the store size, complexity and location. We also offer a range of benefits for our managers, including:

• Discount card – 10% off on shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks, increasing to 15% off on Fridays and Saturdays.
• Annual bonus scheme based on our and your performance.
• Free food and hot drinks for colleagues in all stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension – we match 4–7.5% of your pension contributions.
• Sainsbury’s share scheme – build 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.
• Cycle to Work scheme – opportunity to hire a new bike and cycling equipment, saving on tax and NI.
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more.

We are dedicated to being a truly inclusive retailer, where every colleague can achieve…