Assistant Online Operations Manager

Marks and Spencer; City Of London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading UK retail company is looking for an Operations Manager for their eCommerce division. This role involves managing daily operations, collaborating with suppliers, and ensuring a seamless customer experience. The ideal candidate should have proven experience in an eCommerce environment, strong analytical skills, and the ability to manage multiple priorities under pressure. You will report directly to senior stakeholders and work in a dynamic, fast-paced environment as part of a supportive team.

Benefits

20% colleague discount after probation

Competitive holiday entitlement

Discretionary bonus schemes

Defined Contribution Pension Scheme

Wide range of training programmes

Wellbeing support programs

Charity volunteer day

Qualifications

• Proven experience in eCommerce retail managing offshore teams.
• Understanding website platform operations from end to end.
• Strong communication skills to manage multiple stakeholders.

Responsibilities

• End to end management of M&S Online operations.
• Linking with Fulfilment Partners and business units.
• Driving continuous improvement and operational strategy.

Skills

Problem solving skills

Analytical mindset

Interpersonal skills

Attention to detail

Prioritisation skills

Tools

OMS system (Sterling)

Website monitoring tools (New Relic, Omniture)

Excel and reporting tools

Microsoft Office

Slack/Teams

Job description

Summary

From Merchandising and Marketing through Product Development and Design, Supply Chain and Space Planning, our teams work together to bring stylish wardrobe, home and beauty essentials to life. We're focused on delivering an easy, inspiring shopping experience-online and in store-that delights our customers every time.

As we accelerate the transformation of our business to meet the evolving needs of our customers, we're looking for results-driven colleagues who share a passion for product, thrive in collaborative environments, bring creative thinking, and demonstrate strong commercial acumen.

To stay close to customers, our support teams are in the office three days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected.

All the details

Note: This role is a fixed term contract until the end of January 2027.

What's in it for you?

Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever, and however they want to shop with us.

Here are some of the benefits we offer that make working for M&S just that little bit more special

• After completing your probationary period, you'll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
• Industry-leading parental, adoption, and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
• A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

What you'll do

This role is an integral part of the central M&S.com operations team. As a team our focus is on ensuring that the end-to-end experience for our customers is as seamless and trouble-free as possible. This is across all touchpoints for the website, including: logistics, development, trading, marketing, and IT. The role provides an excellent opportunity for real ownership and delivery - as well as regular contact and exposure to senior stakeholders. The role is varied, fast paced and no day is ever the same. Priorities can change in an instant and therefore excellent prioritisation skills and ability to think calmly in challenging situations is crucial. Excellent problem solving skills are also required as solutions are often either highly complex or untested in the live website environment.

Highly desirable for the role is an individual who has both a data-driven and analytical mindset coupled with a determination to drive recommendations forward and action them into reality. You will have available to you a skilled, multi-disciplinary team who cover the operation 24/7 and can assist with delivering at the pace and detail required in the role.

The successful candidate will also then be responsible for driving new initiatives forward and implementing customer facing change successfully - this is something that will involve engagement with teams across the business and allow for the Operations team to support and enhance the wider M&S Online growth strategy.

An expectation for this role is to, alongside other operational colleagues, provide out of hours escalation support for the website. This is part of the role that offers unique challenges, but also an opportunity for real exposure across the business.

• End to End management for the daily operation of M&S Online, specialising in the food operation - including leading on incidents
• Link with Fulfilment Partners and external suppliers and being the point of contact with the relevant Business Units
• Responsibility for operational delivery of FTO
• Engage and develop the online strategy for online fulfilment
• Drive continuous improvements of the operation and offshore teams
• Operational support and change governance for M&S Online
• Peak Operational improvements and management
• Actively develop relationships & collaboration between Business Units and suppliers

Who you are

• Proven experience working in an eCommerce retail environment delivering results and managing projects with offshore teams.
• OMS system knowledge (ideally Sterling)
• Website monitoring tools (New Relic, Omniture, Splunk, Mpulse, Tealeaf)
• Omniture, Excel + other reporting tools
• Understanding the end to end running of a website platform
• Customer order management (end to end order flow: contact centre and logistics)
• Good working knowledge of Microsoft Office with particular focus on Excel
• Experience using Slack/ Teams would be preferable
• Strong interpersonal and communication skills, being able to prioritise and plan workload optimally as well as being able to collaborate closely and lead on multiple stakeholder needs and involvement
• Excellent attention to detail and competent working under pressure, with the ability to manage a wide number of stakeholders across different levels
• Analytical and data driven mindset

Everyone's welcome

We are ambitious about the future of retail. We're disrupting, innovating, and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted, and admired by our colleagues, customers, and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

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