Customer and Trading Manager - Online

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

Job summary

A major UK retailer is seeking an Online Manager to lead a delivery team in Maidstone, ensuring a seamless shopping experience for customers. The role involves engaging and managing a large team, handling performance management, and collaborating with other departments. Applicants should have proven line-management experience in fast-paced environments, a commitment to exceptional customer service, and effective coaching abilities. Competitive salary and benefits package offered.

Benefits

10% discount for employees

Annual bonus scheme

Free food and drinks

Generous holiday entitlement

Pension matching up to 7.5%

Wellbeing support

Cycle to Work scheme

Gym and retail offers

Qualifications

• Proven line-management responsibility in a fast-paced environment.
• Track record of delivering customer service and coaching teams.
• Experience managing performance and employee relations.

Responsibilities

• Lead and coach a large team to ensure operational success.
• Oversee performance management and scheduling accuracy.
• Collaborate with other managers to enhance customer experience.

Skills

Line management experience

Customer service excellence

KPI management

Operational leadership

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 online and in‑store customers.
• Collaborate with other managers to ensure the overall shopping experience is successful.
• People management: manage performance and capability, conduct disciplinaries, and ensure scheduling and pay are accurate.

Our online teams work early mornings, 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 is comfortable doing this alone in the absence of more senior management.
• Has 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—motivated others, driven performance, and kept operations running smoothly.
• Operational leadership skills—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, made a measurable impact.
• Has managed employee‑relations issues, including performance and absence management.

Salary & Benefits

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 on your shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks. This increases to 15% discount 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.
• Cycle to Work scheme – opportunity to buy a new bike and cycling equipment while saving on tax and NI.
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more.

Inclusion & Diversity

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 with 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.