Customer and Trading Manager - Online

Sainsbury's; Hove; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading UK retailer is seeking an Online Manager in Hove to lead an online picking and delivery team, ensuring a seamless shopping experience. This role involves engaging and coaching a team, operational management, and maintaining high service standards. The ideal candidate should have experience in leading teams and a strong focus on customer service. The position offers competitive benefits including discounts, bonus schemes, and professional development opportunities within an inclusive workplace.

Benefits

10-15% shopping discount

Annual bonus scheme

Free food and drinks

Generous holiday entitlement

Pension contributions

Cycle to Work scheme

Wellbeing support

Qualifications

• Proven track record of delivering excellent customer service and coaching colleagues.
• Experience in leading a team in a fast-paced environment.
• Strong operational leadership skills.

Responsibilities

• Plan and lead the online picking and delivery team.
• Engage and coach a large team of shoppers and drivers.
• Collaborate with other managers to enhance the overall shopping experience.

Skills

Customer service

Team leadership

Operational management

Performance KPI 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.

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 fourweeks. This increases to 15% discount off at Sainsbury's every Friday and Saturday and 15% off at Argos every pay day.
• 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 look here .

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