Location
London

Hours
Early mornings, with picking and deliveries usually taking place from 04:00 – 08:00

Salary
Negotiable, dependent on experience, store size, complexity and location

About the Role
As a Customer and Trading Manager - Online, you will plan and orchestrate the delivery of an online picking and delivery team to ensure the success of the in-store online service. You will 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. Collaboration with other managers is key to ensure the overall success of the shopping experience across the store.

People management is a significant part of this role, including managing performance and capability, conducting disciplinaries, and ensuring accurate scheduling and pay. You will lead operations confidently, often working independently in the absence of more senior management.

Our management teams are the driving force behind the business, empowering teams to raise the bar every day for our customers. Whether it’s product availability, safety standards, or delivering seamless daily operations, you will be a hands-on, sleeves-rolled-up changemaker, making work more rewarding for colleagues and providing a next-level shopping experience for customers. This is how we bring our purpose to life, one powerful action at a time.

Experience
Previous line management responsibilities in a fast-paced, operational environment. Proven track record of delivering brilliant customer service and coaching a team to do the same. Experience leading a team in a customer-facing environment, motivating others, driving performance, and maintaining smooth operations. Demonstrated success in meeting or exceeding KPIs such as sales, availability, customer satisfaction, or colleague engagement. Experience managing employee relations issues, including disciplinaries, performance, and absence management. Operational leadership skills with the ability to take responsibility for store operations in the absence of senior managers.

About you
You are a confident and visible leader who thrives in a fast-paced environment. You have a passion for delivering excellent customer service and developing your team to achieve high standards. You are proactive, hands-on, and able to work independently when required. You are motivated by driving performance and creating a positive working environment for colleagues and customers alike.

Qualifications
While specific qualifications are not detailed, a strong background in operational leadership, people management, and customer service is essential. A willingness to work early morning shifts and manage a large team effectively is required.