Customer and Trading Manager - Online

Sainsbury's; Larkhill; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and drinks

Generous holiday entitlement

Pension matching 4-7.5%

Share scheme

Wellbeing support

Colleague networks

Cycle to Work

Lifestyle offers

Job summary

Sainsbury's is seeking an Online Store Manager to lead our in-store online service team. You will orchestrate the online picking and delivery operations, coaching a large team of shoppers and drivers to deliver a seamless shopping experience for both online and in-store customers.

Applicants should have strong line management experience in fast-paced settings, proven KPI delivery, and solid employee relations skills to handle performance and attendance.

Qualifications

• Track record delivering brilliant customer service and coaching colleagues.
• Experience leading a team in fast-paced, customer-facing environment.
• Operational leadership responsibilities in absence of senior managers.
• Proven ability to meet or exceed KPIs (sales, availability, satisfaction).
• Experience managing employee relations, including performance and absence.

Responsibilities

• Plan and orchestrate the delivery of an online picking and delivery team to support in-store service.
• Lead and coach a large team of shoppers and drivers to ensure a seamless shopping experience.
• Collaborate with other managers to improve the overall store shopping experience.
• Manage performance, disciplinaries, scheduling and pay accuracy.

Skills

Line management

Customer service

KPI delivery

Employee relations

Operational leadership

Job description

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.

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.

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.

• 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 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.