Customer and Trading Manager - Online

Sainsbury's Supermarkets Ltd; Farnham; On-site; GBP 33,000 - 42,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and drinks

Pension matching

Share scheme

Wellbeing support

Cycle to Work

Job summary

Sainsbury's Supermarkets Ltd in Farnham is recruiting an Online Store Manager to plan and lead the online picking and delivery team, ensuring a seamless service for both in-store and online customers.

You will coach a large team of shoppers and drivers, drive KPI performance, and collaborate with store managers to optimize the overall shopping experience. Early shifts begin around 04:00, with a competitive salary and a range of store benefits.

Qualifications

• Prior line management experience in fast-paced, store operations.
• Strong customer service skills with coaching ability.
• Proven track record of achieving KPIs and performance targets.
• Experience leading online/offline teams and scheduling.
• Ability to manage disciplinaries and employee relations.

Responsibilities

• Plan and lead the online picking and delivery team for in-store online service.
• Lead and coach shoppers and drivers to deliver a safe shopping experience.
• Collaborate with store managers to ensure overall shopping experience success.
• Manage team performance, scheduling, and payroll accuracy.

Skills

Line management

Customer service

KPI delivery

Operational leadership

People management

Job description

Salary: From £33,000
Location: Water Lane Store, Farnham, GU9 9NJ
Contract type: Permanent
Business area: Retail
Requisition ID: 400071731

Shift hours
Flexible
Early shift: 04:00

Leading in our stores:

Our management teams don’t just run stores - they’re the driving force behind our business. With bold leadership, a passion for service and an eye for opportunity, they empower teams to raise the bar every single day for our customers. Whether it's product availability, safety standards, or delivering seamless daily operations, they’re hands‑on, sleeves‑rolled‑up changemakers. And the impact? Work becomes more rewarding for our colleagues, and shopping becomes a next‑level experience for every customer who walks through our doors. This is how we bring our purpose to life, one powerful action at a time.

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.
• 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.

Working for us has great rewards

Salary will be dependent upon your experience as well as the store size, complexity and location. Alongside this, we also offer a great range of benefits for our managers, including:

• Discount card – 10% discount off on your shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks. This increases to 15% discount off at Sainsbury’s every Friday and Saturday.
• An annual bonus scheme based on our, and your, performance.
• Free food and hot drinks provided for Colleagues in all our stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension – we’ll match 4-7.5% of your pension contributions.
• Sainsbury’s share scheme – build up an investment at discounted rates.
• Wellbeing support – access to emotional support, counselling, legal and financial advice.
• Colleague networks – link with like‑minded people to help fulfil your potential.
• Our Cycle to Work scheme gives you the opportunity to hire a new bike and cycling equipment, whilst saving on tax and NI.
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more.

An inclusive place to work and shop:

We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome when they shop with us.

To support this commitment, our colleagues may be entitled to a range of enhanced discretionary leave for families, as well as support for carers. We provide our colleagues resources to help them understand and support their role and their team effectively. Our internal colleague networks seek to ensure true representation for everyone, helping us identify and remove barriers that our colleagues may face. We are proud to offer a range of development opportunities, including mentorship, training, and career progression pathways, to help our colleagues grow and succeed. We also celebrate diversity through various initiatives and events, fostering a culture of inclusion and respect. If you would like to learn more about our commitment to inclusivity, please take a lookhere .

Should you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.