Sainsbury's
Customer and Trading Manager - Online
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Online Manager – In-Store Delivery Team (Pick & Deliver Leader)
About the Role
Plan and orchestrate the delivery of an online picking and delivery team to ensure the success of the in-store online service. Act as a visible leader, engaging and coaching shoppers and drivers to deliver a seamless and safe shopping experience for online and in-store customers.
Collaborate with other managers to optimise the overall store shopping experience.
The team operates early (04:00 – 08:00 daily), picking and preparing shipments for same-day delivery.
Core Responsibilities
- Orchestrate and oversee pick-and-delivery operations to support e-commerce fulfilment. -Visibility and engagement:
- Lead and inspire a diverse team (shoppers and drivers) to uphold high standards in customer service.
- Set and reinforce expectations for efficiency, customer satisfaction, and safety.
- Team management:
- Manage performance, including skill development, disciplinary processes, and scheduling/pay accuracy.
- Ensure fair and effective policies to drive colleague motivation and retention.
- Operational leadership:
- Work independently to maintain service levels in the absence of senior management.
- Collaborate with cross-store teams to align operational goals.
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What Makes a Great Online Manager
The ideal candidate has a proven track record in:
- Line management in fast-paced environments—agentively driving performance and motivation.
- Customer service excellence, delivering consistent, value-oriented engagement and coaching teams to meet standards.
- Delivery of KPIs—meeting or exceeding targets around sales, speed, compliance, and customer satisfaction.
- Handling employee relations issues—thresholds such as disciplinary actions, performance discussions, and absence management.
- Operational autonomy—step into senior roles confidently and confidently operate alone when needed.
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Essential Criteria
- Experience in customer service and a reputation for delivering outstanding results.
- Proven leadership in fast-paced, service-driven environments, where team motivation and performance have driven measurable success.
- Demonstrated ability to take operational responsibility, including leading daily functions independently.
- A track record of exceeding KPIs, whether in revenue, availability, customer satisfaction scores, or colleague engagement metrics.
- Hands-on experience in resolving employee relations, performance reviews, and absence management.
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