Customer and Trading Manager – Online

Overview

In this role you lead the online picking and delivery team to ensure a smooth, safe, and high‑quality shopping experience for online and in-store customers. You’ll be a visible, coaching leader who collaborates with store management to align online operations with the overall store mission. You handle people management, performance, and scheduling, starting early mornings to ensure timely deliveries. This is a hands-on leadership position with a clear impact on customer satisfaction and operational KPIs.

Pay / Benefits

• Discount card (10% after four weeks; 15% on Fridays and Saturdays)
• Annual bonus scheme
• Free food and hot drinks for colleagues
• Generous holiday entitlement and parental leave
• Pension contribution matching (4-7.5%)
• Sainsbury’s share scheme

Responsibilities

• Plan and orchestrate the online picking and delivery team to support in-store online service
• Lead, coach and engage a large team of shoppers and drivers for a seamless shopping experience
• Collaborate with other managers to optimise the overall store shopping experience
• Manage performance, capability, disciplinaries, and scheduling/pay accuracy
• Operate with early morning hours (04:00–08:00) to support deliveries

Key requirements

• Track record of delivering excellent customer service and coaching others
• Experience leading a team in a fast-paced, customer-facing environment
• Operational leadership responsibilities, including acting in the store absence
• Demonstrated success in meeting or exceeding KPIs (sales, availability, customer satisfaction, colleague engagement)
• Experience managing employee relations issues (performance and absence)

• Customer-focused
• People leadership and coaching
• Collaborative and cross-functional teamwork
• Decision making under pressure
• Strong communication

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