Customer and Trading Manager – Online

Overview

As an Online Manager, you will lead an online picking and delivery team to ensure a seamless shopping experience for online and in-store customers. You’ll coach and coach-able the team, drive performance, and partner with store leadership to optimize the overall shopping experience. Your role is hands-on in early-morning operations, solving people, process, and safety challenges to deliver reliable service. This position offers meaningful impact by elevating customer service, efficiency, and team capability within a large, inclusive retailer.

Pay / Benefits

• Discount card – 10% shopping discount after four weeks
• Annual bonus scheme based on performance
• Free food and hot drinks for colleagues
• Generous holiday entitlement, maternity and paternity leave
• Pension – employer contribution matching
• Sainsbury’s share scheme – discounted investment

Responsibilities

• Plan and orchestrate the online picking and delivery operations to support in-store and online customers
• Lead, coach, and manage a large team of shoppers and drivers; address performance and capability
• Collaborate with other store managers to ensure a cohesive shopping experience
• Manage performance issues, disciplinaries, and scheduling/pay accuracy
• Oversee early-morning operations (04:00–08:00) ensuring smooth delivery and picking
• Lead operations in the absence of senior management
• Deliver and monitor KPIs related to customer service, availability, and engagement

Key requirements

• Proven line management experience in a fast-paced, operational environment
• Strong customer service mindset with ability to coach others to deliver service excellence
• Operational leadership responsibilities, including taking charge when senior managers are absent
• Track record of meeting or exceeding KPIs (sales, availability, customer satisfaction, colleague engagement)
• Experience handling employee relations issues such as performance and absence management

• customer-centric mindset
• coaching and mentoring
• strong communicator
• KPI tracking and performance management
• scheduling and payroll accuracy
• disciplinary and ER handling

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