Customer and Trading Manager - Online

Sainsbury's; Bishop's Stortford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading UK supermarket retailer is looking for an Online Manager to lead the online picking and delivery team. Responsibilities include coaching staff to provide excellent customer service, managing team performance, and ensuring smooth operations during early deliveries. The ideal candidate has experience in a fast-paced, customer-facing environment and proven leadership skills, making a positive impact on KPIs. This challenging role is key for maintaining high service standards and team motivation.

Qualifications

• Previous line management experience in a fast-paced environment.
• Demonstrated ability to deliver customer service and coach a team.
• Experience in managing performance and operational leadership.

Responsibilities

• Lead and coach a team to ensure excellent service and performance.
• Collaborate with other managers for store success.
• Manage performance and capability of team members.

Skills

Customer service excellence

Team leadership

Operational management

Performance management

Job description

What you’ll be doing:

• Plan and orchestrate the delivery of an online picking and delivery team to ensure the success of the in store online service
• Be a visible leader, engaging and coaching a large team of shoppers and drivers to deliver a seamless and safe shopping experience for all our online and in store customers.
• Collaborate with other managers to ensure the success of shopping experience of the overall store
• People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.

Our online teams work early mornings with picking items for deliveries usually taking place from 04:00 – 08:00.

What makes a great online manager:

• Previous line management responsibilities in a fast-paced, operational environment.
• Provides brilliant customer service and coaches a team to do the same.
• Delivers KPI's or other performance indicators.
• Can manage disciplinaries, performance issues or other similar employee relations issues.
• Leads operations and comfortable doing this alone in the absence of more senior management.

Essential Criteria:

• A track record of delivering brilliant customer service and coaching colleagues to do the same.
• Experience of leading a team in a fast-paced, customer-facing environment — you’ve motivated others, driven performance, and kept operations running smoothly.
• Operational leadership skills — you’ve taken responsibility for store operations in the absence of more senior managers.
• Demonstrated success in meeting or exceeding KPIs — whether it’s sales, availability, customer satisfaction or colleague engagement, you’ve made a measurable impact.
• Has managed employee relations issues, including performance and absence management.