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 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.

Our management teams are the driving force behind our business, empowering teams to raise the bar every day for our customers. You will play a hands-on role in ensuring product availability, safety standards, and seamless daily operations, making work more rewarding for colleagues and elevating the shopping experience for customers. This role brings our purpose to life through bold leadership and a passion for service.

Experience
Previous line management responsibilities in a fast-paced, operational environment. Proven track record of delivering brilliant customer service and coaching teams 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, as well as conducting disciplinaries.

About you
You are a confident operational leader who can take responsibility for store operations in the absence of senior managers. You are passionate about delivering excellent customer service and leading teams to achieve high standards. You are hands-on, proactive, and able to collaborate effectively with other managers to improve the overall shopping experience.

Qualifications
While specific qualifications are not detailed, a strong background in operational leadership, people management, and customer service is essential. A commitment to continuous development and the ability to adapt in a fast-paced retail environment are highly valued.