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 will supervise and coach a large team of shoppers and drivers, collaborating with store managers to optimize the overall shopping journey. You will own performance management, disciplinaries, and scheduling to keep operations running smoothly in early-morning shifts. You will drive customer service excellence and KPI delivery while acting as a hands-on operations lead when senior managers are absent. This role offers the chance to shape online fulfilment and daily store operations in a dynamic retail environment.

Pay / Benefits

• Discount card – 10% (Sainsbury’s, Argos, Tu, Habitat) after four weeks
• Annual bonus scheme
• Free food and hot drinks for colleagues
• Generous holiday entitlement and parental leave
• Pension– employer match
• Cycle to Work scheme

Responsibilities

• Plan and coordinate the online picking and delivery team to support in-store and online customer experience
• Lead, coach, and manage a large team of shoppers and drivers with a focus on safety and service quality
• Collaborate with other store managers to enhance the overall shopping experience
• Manage performance, capability, disciplinaries, and scheduling/pay accuracy
• Oversee early-morning shifts (04:00–08:00) to prepare deliveries

Key requirements

• Proven line management experience in a fast-paced, operational environment
• Strong customer service track record and ability to coach others
• Experience in leading operations and meeting or exceeding KPIs
• Experience handling employee relations issues, including performance and absence management
• Operational leadership in the absence of more senior managers

• customer-focused leadership
• coaching and developing others
• performance-driven
• KPI tracking and performance measurement
• shift scheduling and workforce planning
• employee relations handling

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