Location
London, London

Hours
Early mornings, with picking items for 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 core 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. With bold leadership, a passion for service, and an eye for opportunity, you will empower 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 every customer.

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
- Experience managing employee relations issues such as disciplinaries, performance, and absence management
- Demonstrated success in meeting or exceeding KPIs including sales, availability, customer satisfaction, or colleague engagement

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. You are proactive, hands-on, and able to manage multiple priorities while maintaining a positive and motivating atmosphere for your colleagues.

Qualifications
Relevant experience in retail management is essential. Specific qualifications are not required but a commitment to continuous development and leadership excellence is expected.