Customer and Trading Manager - Online
On-site · Wembley, England, United Kingdom
Job Summary
Customer and Trading Manager - Online leads an online picking and delivery team to ensure a seamless and safe shopping experience for both online and in-store customers. You will coach a large team of shoppers and drivers, drive operational performance, and partner with store managers to optimize the omnichannel shopping experience. The role emphasizes people leadership, discipline and performance management, ensuring accurate scheduling and pay, and achieving KPIs related to customer service, availability, and colleague engagement. The position requires early-morning work (04:00–08:00) and frontline operational oversight in a fast-paced, customer-facing environment in Wembley, UK.
Required Qualifications
- Essential Criteria: A track record of delivering brilliant customer service and coaching colleagues to do the same.
- Experience of leading a team in a fast-paced, customer-facing environment — motivated others, driven performance, and kept operations running smoothly.
- Operational leadership skills — taken responsibility for store operations in the absence of more senior managers.
- Demonstrated success in meeting or exceeding KPIs — including sales, availability, customer satisfaction or colleague engagement.
- Has managed employee relations issues, including performance and absence management.
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