Sainsbury's
Customer and Trading Manager - Online
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Online Manager
About the Role
The Online Manager will plan and oversee the delivery of an online picking and delivery team, ensuring the seamless success of the in-store online service.
Key responsibilities include:
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Leadership and team engagement:
- Act as a visible leader, coaching and motivating a large team of shoppers and drivers to deliver a seamless and safe shopping experience for online and in-store customers.
- Collaborate closely with other managers to enhance the overall shopping experience of the store.
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People management:
- Manage performance, conduct disciplinaries, and ensure scheduling and pay accuracy for the team.
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Operational delivery:
- Online teams operate during early mornings, typically from 04:00–08:00, for item picking and delivery tasks.
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What Makes a Great Online Manager
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Leadership in operations:
- Previous experience in line management, particularly in a fast-paced, operational environment.
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Customer service excellence:
- A track record of providing brilliant customer service and coaching others to deliver the same.
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Performance and KPI delivery:
- Ability to meet and exceed KPIs or performance indicators.
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Employee relations:
- Competence in managing disciplinaries, performance issues, and other similar employee relations concerns.
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Independent operational leadership:
- Comfortable taking sole responsibility for managing operations in the absence of senior management.
Essential Criteria
- Customer service focus:
- Demonstrated ability to deliver brilliant customer service and coach colleagues effectively.
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Team leadership experience:
- Managed a team in a fast-paced, customer-facing environment.
- Motivated teams, improved performance, and kept operations running smoothly.
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Operational leadership:
- Demonstrated taking responsibility for store operations in the absence of more senior managers.
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KPI-driven success:
- Proven success in meeting or exceeding KPIs, such as sales, availability, customer satisfaction, or colleague engagement.
- Made a measurable impact in previous roles.
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Employee relations:
- Experience in managing employee relations issues, including:
- Performance management
- Absence management
- Experience in managing employee relations issues, including:
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