Customer and Trading Manager - Online

Sainsbury’s Group; Littlehampton; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading retail organization in Littlehampton is seeking a qualified manager to oversee the online picking and delivery team. Responsibilities include leading a large team to ensure exceptional service, managing performance issues, and achieving KPIs. Ideal candidates will have experience in operational leadership and a proven track record in customer service. This position offers various benefits and a focus on inclusivity and colleague development.

Benefits

Annual bonus scheme

Discount card with increasing benefits

Pension matching

Wellbeing support

Generous holiday entitlement

Qualifications

• Previous line management responsibilities in a fast-paced operational environment.
• Experience leading a customer-facing team and achieving KPIs.
• Ability to manage employee relations issues effectively.

Responsibilities

• Plan and orchestrate delivery of the online picking and delivery team.
• Manage performance and capability, conduct disciplinaries.
• Engage and coach a large team to enhance customer experience.

Skills

Leadership

Customer Service

Operational Management

Performance Management

Team Motivation

Job description

Responsibilities

• 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 the 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.

Qualifications

• 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.

Benefits

• Salary will be dependent upon your experience as well as the store size, complexity and location.
• An annual bonus scheme based on our, and your, performance.
• 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 and 15% off at Argos every pay day.
• 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.