Customer and Trading Manager – Online

Overview

In this role you will plan and steer the online picking and delivery team to ensure a fast, reliable in-store online service. You will be a visible leader, coaching a large team of shoppers and drivers to deliver a seamless and safe shopping experience for online and in-store customers. You’ll collaborate with fellow managers to enhance the overall shopping experience and manage performance, scheduling, and employee relations. This is a hands-on, early-morning operations role that drives KPI performance and team engagement, within a diverse, inclusive retailer culture.

Pay / Benefits

• Discount card – 10% off at group brands after four weeks
• Annual bonus scheme based on performance
• Free food and hot drinks for colleagues
• Generous holiday entitlement
• Pension – match contributions
• Sainsbury’s share scheme

Responsibilities

• Plan and coordinate the online picking and delivery workflow to support the in-store online service
• Lead, engage and coach a large team of shoppers and drivers to maintain service quality and safety
• Collaborate with other managers to ensure a cohesive shopping experience across the store
• Manage performance, capability, disciplinaries, and scheduling/pay accuracy for the team
• Oversee early-morning operations (04:00–08:00) to prepare for daily deliveries
• Ensure achievement of KPIs related to sales, availability, customer satisfaction, and colleague engagement
• Address employee relations issues including performance and absence management
• Operate with minimal supervision in the absence of more senior management
• Deliver brilliant customer service through coaching and role modeling of best practices

Key requirements

• Proven track record of outstanding customer service and coaching others to achieve the same
• Experience leading a fast-paced, customer-facing team and sustaining smooth operations
• Operational leadership experience, including acting in the absence of senior management
• Demonstrated success in meeting or exceeding KPIs (sales, availability, customer satisfaction, engagement)
• Experience managing employee relations issues, performance, and absence management

• Customer-focused mindset
• Coaching and development
• Strong communication and collaboration
• KPI tracking and performance management
• Scheduling and payroll accuracy
• Employee relations and disciplinary handling

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