Customer and Trading Manager - Online

Sainsbury’s Group; United Kingdom; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading UK retailer is seeking an Online Manager to lead their picking and delivery teams. The role emphasizes customer service, operational leadership, and team management, requiring a track record in a fast-paced environment. Benefits include a generous discount card, an annual bonus scheme, and well-being support, among others.

Benefits

10% discount on shopping

Annual bonus scheme

Free food and hot drinks

Generous holiday entitlement

Pension matching

Cycle-to-work scheme

Qualifications

• Previous line-management responsibilities in a fast-paced operational environment.
• Experience of leading a team in a customer-facing setting.
• Demonstrated success in meeting KPIs like sales and customer satisfaction.

Responsibilities

• Plan and manage an online picking and delivery team.
• Lead and coach a team of shoppers and drivers.
• Collaborate with other managers for store success.

Skills

Customer service

Team leadership

Performance management

Operational leadership

Job description

Apply now to be among the first 25 applicants.

Overview

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? 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 picking items for deliveries usually between 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.

Compensation and Benefits

Salary will be dependent on your experience, store size, complexity and location. In addition to a competitive base pay, we offer a great range of benefits for our managers:

• Discount card – 10 % discount on shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks, increasing to 15 % 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 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.
• Well‑being 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 gives you the opportunity to hire a new bike and cycling equipment while saving on tax and NI.
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more.

Inclusive workplace

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 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. 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.