Customer and Trading Manager - Online

Overview

In this role, you will lead the online picking and delivery team to ensure a seamless shopping experience for online and in-store customers. You’ll coach a large team of shoppers and drivers, and work with store management to optimize the overall shopping experience. You’ll act as a hands-on, visible leader responsible for performance, scheduling and discipline while driving safe, efficient operations. You’ll shape daily online operations to meet KPIs and deliver a high-quality service that supports the store’s broader mission. This is a high-impact, frontline leadership role in a fast-paced retail environment.

Pay / Benefits

• Discount card – 10% off shopping after four weeks
• Annual bonus scheme based on performance
• Free food and hot drinks for colleagues
• Generous holiday entitlement and parental leave
• Pension—company match 4-7.5%
• Sainsbury’s share scheme

Responsibilities

• Plan and orchestrate the delivery of an online picking and delivery team
• Coach and manage a large team of shoppers and drivers to ensure safe, seamless service
• Collaborate with other managers to support the store's shopping experience
• Manage performance, capability, disciplinaries, scheduling and pay accuracy
• Lead operations in early-morning online pickup/delivery windows (04:00–08:00)

Key requirements

• Track record of delivering brilliant customer service
• Experience leading a team in a fast-paced, customer-facing environment
• Operational leadership in store absence of senior managers
• Proven ability to meet or exceed KPIs (sales, availability, customer satisfaction, colleague engagement)
• Experience handling employee relations issues (performance and absence management)

• customer service orientation
• leadership and coaching
• performance management
• communication and collaboration
• KPI tracking and performance management
• operational planning and scheduling

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