Sainsbury's
Customer and Trading Manager - Online
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Store Online Service Manager
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 online and in-store customers.
- Collaborate with other managers to ensure the overall success of the shopping experience in the store.
- Manage performance and capability, conduct disciplinaries, and ensure scheduling and pay are accurate.
- Oversee early-morning operations (04:00 – 08:00) for online delivery teams.
What makes a great Online Service Manager
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- Previous line management responsibilities in a fast-paced, operational environment.
- Ability to provide brilliant customer service and coach teams to deliver the same.
- Experience delivering KPIs or other performance indicators.
- Comfortable managing disciplinaries, performance issues, or employee relations.
- Strong operational leadership—able to excel independently when senior managers are absent.
Essential Criteria
- A track record of delivering brilliant customer service and coaching colleagues to achieve the same.
- Experience leading a team in a fast-paced, customer-facing environment—motivating staff, driving performance, and ensuring smooth operations.
- Operational leadership skills, including taking responsibility for store operations when senior managers are unavailable.
- Demonstrated success in meeting or exceeding KPIs, such as sales, availability, customer satisfaction, or colleague engagement.
- Experience in managing employee relations issues, including performance and absence management.
Benefits
Salary will vary, based on experience, store size, complexity and location. Alongside competitive pay, we offer:
- Discount card: 10% off shopping at Sainsbury’s, Argos, Tu, and Habitat after four weeks. 15% off Sainsbury’s every Friday and Saturday.
- Annual bonus scheme based on both company and individual performance.
- Free food and hot drinks available to colleagues in all stores.
- Generous holiday entitlement, maternity and paternity leave.
- Pension scheme with a 4-7.5% employer match on contributions.
- Sainsbury’s share scheme for discounted stock investments.
- Wellbeing support, including emotional support, counselling, legal, and financial advice.
- Colleague networks to support professional growth and representation.
- Cycle to Work scheme for tax-free bike and equipment purchases.
- Exclusive offers on gym memberships, restaurants, holidays, retail vouchers, and more.
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An inclusive place to work and shop
We are dedicated to being a truly inclusive retailer, where every colleague can thrive and every customer feels welcome. We offer:
- Enhanced discretionary leave for families and carers.
- Resources and support for role clarity and team effectiveness.
- Development opportunities, including mentorship, training, and career progression.
- Diversity and inclusion initiatives fostering a culture of respect and celebration.
- Reasonable adjustments for applicants during application and interview stages—please ask if support is needed.
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