Customer and Trading Manager - Online

Sainsbury’s Group; City of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading retail company in London is seeking a Customer and Trading Manager – Online to oversee the online service delivery. This role involves managing a large team of shoppers and drivers, ensuring excellent customer service, and collaborating with management to enhance the shopping experience. Ideal candidates will have proven team management experience and a strong focus on performance metrics.

Benefits

10-15% discount for employees

Annual bonus scheme

Free food and drinks

Generous holiday and leave policies

Pension matching contributions

Share scheme

Wellbeing support

Cycle to Work scheme

Special offers on gym memberships and more

Qualifications

• A track record of delivering brilliant customer service and coaching colleagues to do the same.
• Experience of leading a team in a fast-paced, customer-facing environment.
• Operational leadership skills have been taken in the absence of senior managers.
• Demonstrated success in meeting or exceeding KPIs.
• Experience in managing employee relations issues.

Responsibilities

• Plan and orchestrate the delivery of an online picking and delivery team.
• Engage and coach a large team of shoppers and drivers for a seamless experience.
• Collaborate with other managers to ensure store shopping success.
• Manage performance and capability of team members.

Skills

Customer service skills

Team management

Performance management

Leadership in operations

Job description

Join to apply for the Customer and Trading Manager – Online role at Sainsbury’s.

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 our online and in‑store customers
• Collaborate with other managers to ensure the success of shopping experience of the overall store
• People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate

Our online teams work early mornings with picking items for deliveries usually taking place from 04:00 – 08:00.

What makes a great online manager

• Previous line management responsibilities in a fast‑paced, operational environment
• Provides brilliant customer service and coaches a team to do the same
• Delivers KPI's or other performance indicators
• Can manage disciplinaries, performance issues or other similar employee relations issues
• Leads operations and is comfortable doing this alone in the absence of more senior management

Essential Criteria

• A track record of delivering brilliant customer service and coaching colleagues to do the same
• Experience of leading a team in a fast‑paced, customer‑facing environment – you’ve motivated others, driven performance, and kept operations running smoothly
• Operational leadership skills – you’ve taken responsibility for store operations in the absence of more senior managers
• Demonstrated success in meeting or exceeding KPIs – whether it’s sales, availability, customer satisfaction or colleague engagement, you’ve made a measurable impact
• Has managed employee relations issues, including performance and absence management

Benefits

Salary will be dependent upon your experience as well as the store size, complexity and location. Alongside this, we also offer a great range of benefits for our managers.

• Discount card – 10% discount off on your shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks. This increases to 15% discount off at Sainsbury’s every Friday and Saturday and 15% off at Argos every pay day.
• An annual bonus scheme based on our, and your, performance
• Free food and hot drinks provided for colleagues in all our stores
• Generous holiday entitlement, maternity and paternity leave
• Pension – we’ll match 4‑7.5% of your pension contributions
• Sainsbury’s share scheme – build up an investment at discounted rates
• Wellbeing support – access to emotional support, counselling, legal and financial advice
• Colleague networks – link with like‑minded people to help fulfil your potential
• Our Cycle to Work scheme gives you the opportunity to hire a new bike and cycling equipment, whilst saving on tax and NI
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more

Inclusion and diversity

We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome when they shop with us. To support this commitment, our colleagues may be entitled to a range of enhanced discretionary leave for families, as well as support for carers. We provide our colleagues resources to help them understand and support their role and their team effectively. Our internal colleague networks seek to ensure true representation for everyone, helping us identify and remove barriers that our colleagues may face. We are proud to offer a range of development opportunities, including mentorship, training, and career progression pathways, to help our colleagues grow and succeed. We also celebrate diversity through various initiatives and events, fostering a culture of inclusion and respect.

Should you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Finance and Sales

Industries

Retail

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