JOB DETAILS
Customer Experience Manager
CompanySainsbury's
LocationBelfast
Work ModeOn Site
PostedJuly 11, 2026
About The Company
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.
About the 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.
Key Skills
Line ManagementCustomer Experience ManagementPerformance ManagementKPI DeliveryEmployee RelationsOperational LeadershipCoachingSchedulingRetail OperationsConflict ResolutionTeam LeadershipResource Planning
Categories
RetailManagement & LeadershipCustomer Service & SupportHospitalityFood & Beverage
Benefits
Discount CardAnnual Bonus SchemeFree Food And Hot DrinksHoliday EntitlementMaternity And Paternity LeavePension MatchShare SchemeWellbeing SupportColleague NetworksCycle To Work SchemeGym MembershipsRestaurant DiscountsHoliday DiscountsRetail Vouchers
Job Information
📋Core Responsibilities
Responsible for the overall customer experience and front-end checkout operations within the store and petrol station. Manages team performance, scheduling, and payroll while assuming overall store responsibility in the absence of senior management.
📋Job Type
full time
📊Experience Level
2-5
💼Company Size
68696
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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