Online Fulfillment & Customer Experience Lead

Sainsbury’s Group; Chesterfield; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Discount card

Annual bonus

Free food and hot drinks

Generous holiday entitlement

Pension scheme

Share scheme

Wellbeing support

Cycle to Work

Gym offers

Job summary

Sainsbury’s Group in Derbyshire is seeking an Online Customer and Trading Manager to lead an in-store online service and delivery team. You will plan, coach, and manage shoppers and drivers to deliver a seamless shopping experience for both online and store customers.

You will drive performance, meet KPIs, and handle employee relations in a fast-paced, customer-facing environment. The role includes early morning shifts and close collaboration with store leadership.

Qualifications

• Track record of delivering brilliant customer service and coaching colleagues to do the same.
• Experience leading a team in a fast-paced, customer-facing environment.
• Ability to meet or exceed KPIs and manage employee relations issues.

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 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.

Skills

People management

Customer service

KPI delivery

Disciplinary handling

Operations leadership

Job description

Sainsbury’s Group in Derbyshire is seeking an Online Customer and Trading Manager to lead an in-store online service and delivery team. You will plan, coach, and manage shoppers and drivers to deliver a seamless shopping experience for both online and store customers.

You will drive performance, meet KPIs, and handle employee relations in a fast-paced, customer-facing environment. The role includes early morning shifts and close collaboration with store leadership.