Location
London

Hours
Early mornings, with online picking and delivery 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 ensuring the overall success of the shopping experience within the store.

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

Our management teams are the driving force behind our 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 shopping a next-level experience for customers.

Working for us comes with great rewards and a comprehensive benefits package designed to support and reward your contribution.

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 performance and absence management. Operational leadership skills with the ability to take responsibility for store operations in the absence of more senior managers.

About you
You are a confident and visible leader who can engage and motivate a large team. You have a passion for delivering excellent customer service and are comfortable managing performance and employee relations. You thrive in a fast-paced environment and are able to work independently when required. You are collaborative, working well with other managers to ensure a seamless shopping experience.

Qualifications
While specific qualifications are not detailed, a strong background in operational leadership, people management, and customer service is essential. A willingness to lead by example and develop your team is key to success in this role.