Location
London

Hours
Early mornings, with online 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 ensuring the overall success of the shopping experience in 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, even in the absence of more senior management, driving the team to meet and exceed KPIs and deliver brilliant customer service.

Our management teams are the driving force behind the business, empowering teams to raise the bar every day for customers. With bold leadership and a passion for service, you will help create a rewarding work environment for colleagues and a next-level shopping experience for customers. This role embodies our purpose through hands-on, sleeves-rolled-up leadership and operational excellence.

Experience
- Previous line management responsibilities in a fast-paced, operational environment
- Proven track record of delivering brilliant customer service and coaching colleagues to do the same
- Experience leading a team in a customer-facing environment, motivating others, driving performance, and maintaining smooth operations
- Operational leadership skills, including taking responsibility for store operations in the absence of senior managers
- 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

About you
You are a confident and visible leader who thrives in a fast-paced environment. You are passionate about delivering excellent customer service and developing your team to do the same. You have strong people management skills and are comfortable handling disciplinary and performance-related matters. You lead by example and are motivated to drive operational success and create a positive working environment.

Qualifications
While specific qualifications are not detailed, a strong background in operational leadership, team management, and customer service within a retail or similar environment is essential. A commitment to continuous development and embracing the company’s inclusive culture is highly valued.