Customer and Trading Manager - Online

Overview

As Online Manager, you lead and coach a large team responsible for online picking and delivery, ensuring a seamless shopping experience for both online and in-store customers. You collaborate with store leadership to optimize the shopping experience and manage performance, discipline, and scheduling. The role combines hands-on operational leadership with people management in a fast-paced setting, often starting early morning shifts. You drive KPI outcomes and uphold safety and service standards, shaping a high-impact online operation within a major retailer.

Pay / Benefits

• Discount card: 10% after four weeks (15% Fridays/Saturdays)
• Annual bonus scheme
• Free food and hot drinks for colleagues
• Generous holiday entitlement and parental leave
• Pension with 4–7.5% employer matching
• Cycle to Work scheme

Responsibilities

• Plan and orchestrate delivery of online picking and delivery teams to support in-store online service
• Lead, coach and engage shoppers and drivers to deliver safe, seamless shopping experiences
• Collaborate with store managers to optimize overall shopping experience
• Manage performance, capability, disciplinaries, scheduling and payroll accuracy for the team

Key requirements

• Proven track record of delivering excellent customer service and coaching others
• Experience leading a team in a fast-paced, customer-facing environment with motivation and performance improvement
• Operational leadership experience, including stepping in for senior management when needed
• Demonstrated success in meeting or exceeding KPIs (sales, availability, customer satisfaction or colleague engagement)
• Experience managing employee relations issues (performance and absence management)

• Customer-focused
• Motivational leadership
• Collaboration and cross-functional teamwork
• Problem-solving under pressure
• Clear communication and coaching

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