Customer and Trading Manager - Online

Sainsbury’s Group; Plymouth; On-site; GBP 70,000 - 80,000; Full time

Job summary

A leading grocery retailer in Plymouth is seeking an Online Manager to oversee the online picking and delivery team. Ideal candidates should have strong customer service and team leadership skills, along with experience in a fast-paced operational environment. The role offers a competitive salary of £70,000–£80,000 and various employee benefits including discounts and bonuses.

Benefits

10% discount card

Annual bonus scheme

Free food and hot drinks

Generous holiday entitlement

Pension matching contributions

Share scheme

Wellbeing support

Cycle to Work scheme

Special offers on memberships and vouchers

Qualifications

• Track record of delivering outstanding customer service.
• Experience in operational leadership in a fast-paced environment.
• Ability to manage employee performance and relations.

Responsibilities

• Orchestrate online picking and delivery for in-store online service.
• Engage and coach shoppers and drivers for seamless customer experience.
• Collaborate with other managers for overall shopping experience.

Skills

Customer service excellence

Team leadership

KPI management

Operational efficiency

Job description

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. The impact is a more rewarding experience for colleagues and a next‑level experience for customers.

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 shopping experience of the store
• People management: managing performance and capability, conducting disciplinaries, and ensuring accurate scheduling and pay

Our online teams work early mornings, 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 KPIs or other performance indicators
• Can manage disciplinaries, performance issues or other 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 leading a team in a fast‑paced, customer‑facing environment – motivation, performance driving, and smooth operations
• Operational leadership skills – responsibility for store operations in the absence of senior managers
• Demonstrated success meeting or exceeding KPIs – sales, availability, customer satisfaction, or colleague engagement
• Has managed employee‑relations issues, including performance and absence management

Working for us has great rewards

Salary will be dependent upon your experience as well as the store size, complexity and location.

• Discount card – 10% discount off your shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks; increases to 15% at Sainsbury’s every Friday and Saturday and 15% off Argos every payday
• An annual bonus scheme based on performance
• Free food and hot drinks for colleagues in all stores
• Generous holiday entitlement, maternity and paternity leave
• Pension – match 4 – 7.5% of your pension contributions
• Sainsbury’s share scheme – build up 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
• Cycle to Work scheme – hire a new bike and cycling equipment, saving on tax and NI
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more

An inclusive place to work and shop

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, colleagues may be entitled to a range of enhanced discretionary leave for families, as well as support for carers. We provide resources to help colleagues understand and support their role and team effectively. Internal colleague networks ensure representation for everyone, helping us identify and remove barriers. We are proud to offer development opportunities, including mentorship, training and career progression pathways, to help colleagues grow and succeed. We also celebrate diversity through initiatives and events, fostering a culture of inclusion and respect. If you would like to learn more about our commitment to inclusivity, please take a look here.

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
• Retail

Location: Plymouth, England, United Kingdom

Salary: £70,000 – £80,000