Sainsbury's
Customer and Trading Manager - Online
Bath
£31.7k/yr
Posted 2 days ago
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Customer and Trading Manager - Online
Online Picking & Delivery Team Manager
About the Role
Key Responsibilities
- Plan and orchestrate the delivery of an online picking and delivery team to ensure the success of in-store online services
- Serve as a visible leader, engaging and coaching a large team of shoppers and drivers to deliver a seamless, safe, and high-quality shopping experience for both online and in-store customers
- Collaborate with other managers to guarantee the overall success of the store’s shopping experience
- Manage all aspects of people operations, including:
- Performance and capability assessments
- Conducting disciplinaries when necessary
- Ensuring accurate payroll and scheduling
Operational Context
Your team works early mornings, picking items for deliveries typically between 04:00 – 08:00.
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Requirements for Success
What Makes a Great Online Manager?
- Line management experience in a fast-paced, operational setting
- Exceptional customer service skills, alongside the ability to coach teams to match this standard
- Strong track record of delivering KPIs (or other performance metrics successfully)
- Ability to handle employee relations issues, including disciplinary or performance matters, with professionalism
- Self-reliant leadership — capable of managing operational tasks independently when senior leadership is absent
Essential Criteria
- Customer service excellence: Experience delivering outstanding service and coaching colleagues to consistently meet or exceed customer expectations
- Team leadership in fast-paced environments: Proven ability to motivate teams, drive performance, and maintain operational efficiency in high-pressure settings
- Operational leadership: Experience taking ownership of store operations whenever senior managers are unavailable
- Results-driven performance: Consistent track record of meeting or surpassing set KPIs (e.g., sales, customer satisfaction, customer availability, colleague engagement)
- Employee relations management: Experience in handling performance management, absence management, and disciplinary procedures with fairness and effectiveness
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Skills
People Management
Operational Leadership
Customer Service
KPI Management
Employee Relations
Performance Management
Coaching
Scheduling
Team Leadership
Resource Planning
Location