Customer Experience Manager

Salary and Details

From £32,700. Location: Letchworth Store, Letchworth, SG6 2HX. Contract type: Permanent. Business area: Retail. Closing date: 27 May 2026. Requisition ID: .

Responsibilities

• Take responsibility for the overall customer experience across the store from the checkout to the back of house, ensuring we deliver on our customer commitments.
• Manage the front end checkout operation, ensuring all customers are served in line with our expectations.
• Manage operations in the petrol station (if the shop has one).
• Manage performance and capability of the team, conduct disciplinaries, and ensure scheduling and pay are accurate.
• At times assume overall responsibility for running the store, ensuring all colleagues are given direction and support to deliver for the customer.

Qualifications

• Previous line management responsibilities in a fast paced, operational environment.
• Obsession with customers and service, with a record of coaching a team to the same.
• Experience delivering on KPIs or other performance indicators.
• Ability to manage disciplinaries, performance issues, or similar employee relations matters.
• Leadership experience in a high volume, fast paced operational setting, and capability to lead operations independently.
• Track record of delivering exceptional customer experiences and coaching others to raise the bar consistently.
• Experience leading teams in a dynamic, customer facing environment, inspiring high performance and creating a culture where colleagues thrive.
• Proven success in delivering against a wide range of KPIs - sales, stock availability, customer satisfaction, colleague engagement.
• Experience managing complex people matters, including performance, absence, and formal employee relations cases, with confidence and fairness.

Benefits

Salary will be dependent on experience as well as store size, complexity and location. Benefits include:

• Discount card - 10% discount on shopping at Sainsbury's, Argos, Tu and Habitat after four weeks, increasing to 15% on Sainsbury's Fridays and Saturdays and 15% off Argos on payday.
• Annual bonus scheme based on store and individual performance.
• Free food and hot drinks for colleagues in all stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension - match 4-7.5% of your 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 while saving on tax and NI.
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more.

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