Customer and Trading Manager – Online

Overview

In this role you lead the online picking and delivery team to ensure a seamless shopping experience for online and in-store customers. You will be a visible, coaching leader for a large team of shoppers and drivers, coordinating with store managers to uphold service quality and safety. You drive KPIs, manage performance and disciplinaries, and ensure accurate scheduling and pay. The position involves early-morning shifts and hands-on operations to keep the online service running smoothly.

Pay / Benefits

• 10% discount on shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks
• 15% discount at Sainsbury’s every Friday and Saturday
• annual bonus scheme
• free food and hot drinks for colleagues
• generous holiday entitlement, maternity and paternity leave
• pension – employer contributions match 4-7.5%

Responsibilities

• Plan and orchestrate the online picking and delivery operation
• Lead, coach and engage a large team of shoppers and drivers
• Collaborate with store management to optimize the overall shopping experience
• Manage performance, capability, disciplinaries, scheduling and pay
• Lead operations in the absence of more senior management
• Ensure compliance with safety standards and timely delivery against KPIs

Key requirements

• Proven line management in a fast-paced, operational environment
• Strong customer service orientation with coaching ability
• Operational leadership experience including covering in absence of senior managers
• Track record of meeting or exceeding KPIs (sales, availability, customer satisfaction, engagement)
• Experience handling employee relations issues (performance, absence)

• leadership
• coaching
• communication
• KPI tracking and reporting
• team scheduling
• performance management

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