Lead Online Manager in Letchworth Garden City

What you'll be doing:

• Direct a small team of managers to deliver the online delivery operation of the supermarket taking accountability for every delivery going out on time, every time, so our customers get exactly what they need, when they expect it
• The department is fast paced with lots of KPIs, you'll spend time reviewing data and ensuring compliance to processes and procedures
• Planning for upcoming key trading activities and events by working closely with the rest of the store leadership team.
• Regularly taking full accountability for the store overnight, role modelling and coaching for high standards and efficiency across the store.
• People management, including pay and scheduling routines, training, communication and employee relation activities such as managing performance, absence, and completing disciplinaries.

Our online teams work early mornings with picking items for deliveries usually taking place from 04:00 - 08:00.

What makes a great Lead Online manager:

• A passionate leader who is consistently ambitious for their customers and colleagues, every day, growing their team to do the same.
• Experience of managing managers, in a fast-paced performance focussed environment.
• An operator who is comfortable managing alone in the absence of more senior management.
• Driven to deliver high performance with a focus on efficiency and engagement.
• Confident in the use of data, and understanding / interpreting KPI's or other performance indicators, and has experience of improving these.
• Puts inclusivity at the heart of what they do and uses this to build an inclusive team and working environment.
• Can manage disciplinaries, performance issues or other similar employee relations issues (Up to dismissal).

Essential Criteria:

• Experience leading large teams in a fast-paced, customer-focused environment - you've developed leaders, built high-performing teams, and created a culture of ownership and accountability.
• A track record of delivering exceptional customer experiences across complex operations, with evidence of delivering these through your team.
• Proven success in delivering and improving KPIs - from sales and stock availability to customer satisfaction and colleague engagement, you've driven results that matter.
• Experience managing sensitive and complex people matters, including performance, absence, and formal employee relations cases, with confidence, fairness, and sound judgement.
• Leadership experience in an operational environment - whether in retail, hospitality, or food service - where you've owned departmental performance and confidently led the store in the absence of senior leadership.
• Can evidence leading change - whether rolling out new ways of working, embedding new systems, or shifting team mindsets, you've brought people with you and made change stick.