Customer and Trading Manager - Online

Sainsbury’s Group; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading UK retailer is seeking an operational leader to manage an online picking and delivery team. The role involves planning and orchestrating team delivery, engaging with staff for seamless customer experience, and collaborating with management to enhance store operations. Ideal candidates will have experience in line management, strong leadership skills, and a passion for customer service excellence. This position offers various benefits, including performance bonuses and generous time off.

Benefits

Discount card

Annual bonus scheme

Free food and drinks

Generous holiday entitlement

Pension scheme

Sainsbury’s share scheme

Wellbeing support

Cycle to Work scheme

Special offers on memberships and more

Qualifications

• Previous line management responsibilities in a fast-paced, operational environment.
• Outstanding customer-service orientation and ability to coach a team.
• Experience delivering KPIs or other performance indicators.

Responsibilities

• Plan and orchestrate the delivery of an online picking and delivery team.
• Serve as a visible leader, engaging and coaching a large team.
• Collaborate with other managers to enhance the shopping experience.

Skills

Leadership

Customer service orientation

Performance management

Operational management

Coaching

Job description

Responsibilities

• Plan and orchestrate the delivery of an online picking and delivery team to ensure online service success.
• Serve as a visible leader, engaging and coaching a large team of shoppers and drivers to deliver a seamless and safe shopping experience for all online and in‑store customers.
• Collaborate with other managers to ensure the overall shopping experience of the store.
• Manage people: perform performance management, capability development, conduct disciplines, ensure accurate scheduling and pay.
• Lead operations during early mornings (04:00–08:00) picking for deliveries.

Qualifications

• Previous line management responsibilities in a fast‑paced, operational environment.
• Outstanding customer‑service orientation and ability to coach a team to the same level.
• Experience delivering KPI’s or other performance indicators.
• Capability to manage disciplinaries, performance issues, or employee‑relations issues.
• Comfortable leading operations independently in the absence of senior management.
• Track record of delivering customer service excellence and coaching colleagues.
• Experience motivating others, driving performance and maintaining smooth operations.
• Operational leadership skills – taken responsibility for store operations when senior managers absent.
• Demonstrated success in meeting or exceeding KPIs (sales, availability, customer satisfaction, colleague engagement).
• Experience managing employee relations issues including performance and absence management.

Salary

Salary will be dependent upon your experience as well as the store size, complexity and location.

Benefits

• Discount card – 10% discount on Sainsbury’s, Argos, Tu and Habitat after four weeks; 15% discount on Sainsbury’s Friday and Saturday and 15% off Argos on payday.
• Annual bonus scheme based on performance.
• Free food and hot drinks in all stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension – match 4‑7.5% of your contributions.
• Sainsbury’s share scheme – discounted investment build‑up.
• Wellbeing support – access to emotional support, counselling, legal and financial advice.
• Colleague networks – connect with like‑minded people to fulfil your potential.
• Cycle to Work scheme – purchase bike/equipment with tax and NI savings.
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more.

Commitment to Inclusion

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. We provide discretionary leave for families and support for carers. Internal colleague networks aim to ensure true representation for everyone and remove barriers. We offer mentorship, training, and career development pathways, and celebrate diversity through initiatives and events. If you would like to learn more about our commitment to inclusivity, please take a look here.