Digital Operations Manager

M&S; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading retail company in Greater London seeks a Digital Operations Manager to oversee e-commerce operations and improve customer experiences. The ideal candidate will have 3-5 years of experience in retail e-commerce, strong interpersonal skills, and proficiency in data analysis. This role offers a great chance to lead initiatives that will shape the future of the business while collaborating across various teams in a dynamic environment.

Benefits

20% colleague discount across M&S products

Competitive holiday entitlement

Discretionary bonus schemes

Defined Contribution Pension Scheme

Tailored induction and training programmes

24/7 Virtual GP and wellbeing support

Charity volunteer day

Qualifications

• 3-5 years' experience in a retail e-commerce setting.
• Ability to manage collaborators across all levels.
• Strong data analysis skills to identify trends.
• Excellent attention to detail in high-pressure situations.
• Strong interpersonal skills to influence outcomes.

Responsibilities

• Own cross-business fulfilment route governance for seamless delivery.
• Lead incident management and customer recovery for operational failures.
• Coordinate priorities and responses with internal and external partners.
• Serve as SME for back-end systems and improve operational capability.
• Analyze data to ensure delivery and collection meet customer needs.

Skills

E-commerce Expertise

Collaborator & Team Leadership

Microsoft Office skills

Data Analysis

Operational Agility

Communication & Collaboration

Customer-Centric Approach

Tools

SQL

Excel

Microsoft Teams

Job description

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Job Description

The ideal candidate will have extensive knowledge of large-scale e-commerce in Clothing & Home and Food, plus the technical and operational aspects of M&S.com. As a central contact, they will lead change management efforts, coordinate incident resolution, and keep clear communication with various groups-from logistics and carriers to digital, data, retail, and commercial teams. Their skill in explaining severity issues, root cause analyses, and upcoming changes will be crucial for balancing customer experience, commercial results, and operational quality.

This role also involves leading the weekly rhythm for the wider .COM operations team, ensuring performance is monitored and communicated effectively. By promoting collaboration and innovation, the Digital Operations Manager will drive initiatives that improve customer experience and support M&S's turbocharged growth strategy.

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, and 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:

• 20% colleague discount across all M&S products and many third-party brands (for you and a member of your household)
• Competitive holiday entitlement with the option to buy extra days
• Discretionary bonus schemes
• Defined Contribution Pension Scheme and Life Assurance
• Tailored induction and training programmes
• Perks and discounts via our M&S Choices portal
• Industry-leading parental, adoption, and neonatal policies
• 24/7 Virtual GP and wellbeing support
• Charity volunteer day

What your responsibilities will include

• Fulfilment Governance: Own cross-business fulfilment route governance, ensuring seamless delivery of key events, alignment with collaborators, and minimizing operational errors to deliver the sales plan.
• Incident & Customer Recovery: Lead incident management and customer recovery for operational failures, collaborating with Supply Chain, Logistics, BU's, and Contact Centre to assess impact and communicate effectively.
• Collaborator Engagement: Act as the central point for end-to-end ordering and delivery experience, coordinating priorities and responses with internal teams and external partners through regular checkpoints.
• Operational Expertise & Continuous Improvement: Serve as SME for back-end systems (OMS, WCS, COM, Business Objects). Demonstrate skill with tools during incidents and grow offshore teams to improve operational capability and back new initiatives.
• Customer-Focused Performance: Analyze data to spot trends, shape product plans, and guarantee delivery and collection meet customer needs. Maintain on-call .COM duties on a rotating schedule.

Who you are

• E-commerce Expertise: You will have 3-5 years' experience in a retail e-commerce setting, with a solid grasp of complete website functions and customer order processing.
• Collaborator & Team Leadership: You will manage a wide range of collaborators across all levels and work effectively with offshore teams to expand operational capabilities.
• You will have strong skills in Microsoft Office, particularly Excel, and be familiar with SQL and Teams. You will analyse data to spot trends and guide decisions.
• Operational Agility: You will manage several tasks at once, arrange priorities, and achieve deadlines in high-pressure situations while ensuring excellent attention to detail.
• Communication & Collaboration: You will demonstrate strong interpersonal skills, clearly articulate complex issues, and influence outcomes across cross-functional teams.
• Customer-Centric Approach: You will always think customer-first, ensuring delivery and collection experiences meet expectations and drive continuous improvement.

Everyone's welcome

We're disrupting, innovating, and leading the industry into a more conscientious, inspiring digital era. M&S strives to be an inclusive organisation, trusted and admired by our colleagues, customers, and suppliers. Join us and make change happen.

We're committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. If you need support or reasonable adjustments during the recruitment process, please let us know when completing your application.

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