Customer and Trading Manager - Online

Overview

In this role you lead an online picking and delivery team to ensure a seamless shopping experience for online and in-store customers. You will coach a large team of shoppers and drivers, collaborate with store managers, and own people management, scheduling, and performance in a fast-paced environment. You drive KPI performance and operational readiness, including early morning shifts. This is a hands-on leadership role focused on service excellence, safety, and efficient daily operations.

Pay / Benefits

• Discount card – 10% (4 weeks) and 15% (Fridays/Saturdays)
• Annual bonus scheme
• Free food and hot drinks for colleagues
• Generous holiday entitlement, maternity and paternity leave
• Pension matching 4-7.5%
• Sainsbury's share scheme at discounted rates

Responsibilities

• Plan and orchestrate the online picking and delivery team to support in-store online service
• Lead, coach and develop a large team of shoppers and drivers to deliver a seamless and safe customer experience
• Collaborate with other managers to safeguard the overall store shopping experience
• Manage performance, capability, disciplinaries, scheduling and pay for the team
• Operate and lead store operations, including stepping in during the absence of more senior management
• Deliver KPI targets related to sales, availability, customer satisfaction or colleague engagement
• Address employee relations issues including performance and absence management
• Work early mornings (04:00–08:00) to support deliveries

Key requirements

• Proven track record of delivering excellent customer service and coaching colleagues
• Experience leading a team in a fast-paced, customer-facing environment with motivation and performance improvement
• Operational leadership responsibility in the absence of senior managers
• History of meeting or exceeding KPIs (sales, availability, customer satisfaction, or engagement)
• Experience managing employee relations issues, including performance and absence management

• customer-focused
• coaching and people management
• leadership and motivation
• KPI tracking and performance management
• employee relations and disciplinaries
• scheduling and payroll coordination

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