Online Store Operations Manager — Delivery & CX

Sainsbury's; Fareham; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Discount program

Annual bonus

Pension plan

Wellbeing support

Job summary

Sainsbury's is seeking an experienced online store manager to lead the online picking and delivery team, ensuring a seamless shopping experience for both online and in-store customers. You will coach shoppers and drivers, manage scheduling, and collaborate with store managers to drive KPIs.

The role requires hands-on leadership in a fast-paced environment and a focus on customer service excellence. Early-morning shifts are common for online operations.

Qualifications

• Track record of delivering brilliant customer service and coaching colleagues.
• Experience leading a team in a fast-paced, customer-facing environment.
• Operational leadership in store operations.
• Demonstrated success in meeting KPIs across sales, availability or customer satisfaction.
• Experience handling employee relations issues such as performance management.

Responsibilities

• Plan and orchestrate the delivery of an online picking and delivery team to support the in-store online service.
• Be a visible leader, coaching a large team of shoppers and drivers for a seamless and safe shopping experience.
• Collaborate with other managers to ensure the overall store's shopping experience succeeds.
• People management including performance, disciplinaries, and scheduling/pay accuracy.
• Online teams work early mornings (usually 04:00–08:00).

Skills

Line management

Customer service

KPI management

Team coaching

Job description

Sainsbury's is seeking an experienced online store manager to lead the online picking and delivery team, ensuring a seamless shopping experience for both online and in-store customers. You will coach shoppers and drivers, manage scheduling, and collaborate with store managers to drive KPIs.

The role requires hands-on leadership in a fast-paced environment and a focus on customer service excellence. Early-morning shifts are common for online operations.