Digital Operations Manager

Superdrug; Croydon; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Join Superdrug as an IT Digital Ops Manager, crucial for the continuous improvement of digital technologies. This role will involve leading support teams, ensuring the performance of the Superdrug and Savers websites, and collaborating with various cross-functional teams. Enjoy a vibrant work environment in Croydon with hybrid work options and extensive employee benefits.

Benefits

33 days holiday rising to 38

30% discount on Superdrug Own Brand Products

Company pension matching and bonus

Wagestream access to pay as you earn

Unrivalled Learning and Development programmes

Qualifications

• 2-4 years' experience in website support operations.
• Experience in Hybris and web development is advantageous.
• Working knowledge of Core Web Vitals and GA & SEO.

Responsibilities

• Lead team of Support Analysts and manage incident resolution.
• Monitor website performance metrics and ensure SLAs are met.
• Work with cross functional teams for digital tech improvements.

Skills

Web technologies

Database query via SQL

Incident management

Education

Degree education

Job description

Why Superdrug?

Passionate about Beauty and Health? Want to be part of an innovative, trend setting retailer? Our vibrant Head Office, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities.
We're a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun.
Our success comes from our people - they make the difference. We're all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

Job Purpose
Reporting into the Head of IT Service & Infrastructure, the IT Digital Ops Manager role will play a critical role in ensuring smooth support, operation, performance, and reliability of our digital technologies including the Superdrug and Savers websites and CRM systems. The role will work closely with the Head of Customer and Digital, Head of eComm trade & UI/UX optimisation managers and our tech deliver teams to provide clarity on digital technology performance, stability, and continuous improvement plans.

Key Responsibilities
• Lead the team of Support Analysts, ensuring compliance and personal development.
• Leading on incident management for digital technology solutions, managing cross functional tech teams to resolve incidents within agreed SLAs, executing incident comms plans throughout major incidents with senior stakeholders.
• Work with cross functional teams (Content, design, optimisation, delivery management, development and customer service business stakeholders) to manage the priorities of fixes and improvements to our digital technologies - ensure timely updates and deployments.
• Monitor the website performance metrics and identify opportunities to optimise the site performance.
• Ensure key metrics (SLAs) are within agreed tolerance in CRM & Order fulfilment systems.
• Work with the digital delivery manager to ensure bug fixes and improvements are suitably prioritised, releases are of high quality, and we are improving the delivery pipeline into the Digital Ops team
• Provide guidance and advice to project solutions team for projects in flight.
• Define and manage clear criteria for projects to handover to support to ensure moving new features to BAU is seamless.
• Work with group IT development teams located across Europe & Asia to analyse and resolve issues as they arise and to ensure continuous improvement.
• Work with the group security teams to ensure that any vulnerabilities are identified and fixed
• Work with the eCommerce trading, content management & design teams to enable them to contribute to a stable site.

Person Specification
• 2-4 years' experience in website support operations, or other IT operations roles
• Experience in Hybris and web development is advantageous.
• Proficiency in web technologies
• Experience of single page applications (such as Spartacus) desirable.
• Working knowledge and experience of Core Web Vitals web metrics & understanding of GA & SEO a plus (GA4 - desirable)
• Experience of database query via SQL
Optional:
Degree education desirable

Here's what's in it for you
33 days holiday rising to 38 days with length of service (inclusive of bank holidays)
2 staff discount codes for yourself and a family member or friend
30% discount on Superdrug Own Brand Products both in store and online
Hybrid working patterns available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station
Company pension matching and bonus
We offer Wagestream - a money management app that gives you access to a percentage of your pay as you earn it
Being part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UK
We are part of A.S. Watson Group, the world's largest international health and beauty retailer with over 15,700 stores in 25 markets!
Unrivalled Learning and Development programmes
Come and be part of something special.
Hours: 37.5 | 9.00am - 5.30pm - Hybrid working available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station.]]>