Analyst - Online & Operations

Summary

Our online channels are experiencing incredible growth, which shows no signs of slowing. With an online presence in over 100 markets, are you ready to take our digital customer experiences to the next level as we turbocharge Omnichannel & Online?

You'll also be joining us at an exciting time, as we have ambitious plans to drive online growth and create outstanding omnichannel experiences for our customers, as part of the wider transformation of M&S. If you thrive in ambiguity, enjoy being part of a problem-solving team, and are excited by changes that improve experiences of colleagues and customers, join us!

All the details

What's in it for you?

Being a part of M&S is exactly that becoming a part and playing your part. Were an inclusive, dynamic, exciting, and always evolving business built on core values.

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

• 20% Colleague discount on most things from furniture, fashion and food.
• A first-class welcome to M&S with a tailored induction and a wide range of training schemes to help with your learning and development. Having options to progress is something were proud of at M&S.
• Attractive annual bonus, based on company performance and personal objectives.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Amazing perks and discounts via our M&S Choices website. Including GymSave that offers up to 25% off Gym Memberships and the option to become an M&S Shareholder using our ShareSave & ShareBuy Schemes
• Charity Volunteer Day A paid day away from work to support your chosen charity.
• A very generous Defined Contribution Pension Scheme and Life Assurance
• Every colleague at M&S has access to a fantastic range of wellbeing support this includes access to our 24/7 Virtual GP, PAM Assist to support you & your family as well as many other schemes

What you'll do

This role is to provide insight and analytics to support the central M&S online operations team. As a team our focus is on ensuring that the end-to-end digital 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 I.T.

The role gives excellent opportunity for ownership and delivery of strategic reporting, whilst also having plenty of exposure to day-to-day operational needs providing ad hoc analysis and supporting issue resolution. This role will also give some exposure to stakeholders of all levels. The role is centred around providing data to give insight and enable the operational teams to make informed decisions at pace. This means priorities can change quickly therefore excellent prioritisation skills and ability to think calmly in challenging situations is crucial.

Highly desirable for the role is an individual who has both strong analytical skills and a good understanding of operational processes. You will have available to you the support of a large Digital and Data team, experienced Analyst within the team and a multi-disciplinary Online operations team with the backing of an offshore team who cover the operation 24/7.

The successful candidate will also then be responsible for driving new Insights forward and the support to serve our customer successfully throughout a best-in-class operation 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.com growth strategy. This will be coving a wide range of areas within Online operations, covering Clothing & Home, Gifting & Entertainment, Foot to Go, Ireland and Dropship.

• End to End delivery of reporting for all operational KPIs across all online Operational areas, displaying strong requirements gathering and stakeholder management.
• Continuously evolving or delivering new Insights keeping pace with changing demands
• Support in driving continuous improvements / Automation / optimisation of the Command Centre and offshore teams.
• Support in the improvement in providing best in class post purchase customer journey with website journey, customer proposition, cancellations, on time delivery, customer communications, split parcels, and returns.
• Actively develop relationships & collaboration between onshore and offshore teams
• Maintain currently Essential online operational reporting to provide continuous service to stakeholders.
• Always Thinking customer and putting them at the centre of all that we deliver

Who you are

• Analytical and data driven mindset with proven experience within a similar role
• Strong interpersonal & communication skills and able to multi-task and prioritise accordingly
• Excellent attention to detail and competent working under pressure
• Able to meet deadlines and effectively prioritise workload
• Experience with MS packages, Outlook / PowerPoint / Word
• Competent level of MS excel
• Experience using SQL packages
• Experience using Power BI platform, including PowerQuery / Dax

Desirable

• Understanding operational processes and Order Management
• Experience with Databricks
• Experience with Python / PySpark

Everyone's Welcome

M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. Thats why were revolutionising how we work and offering our most exciting opportunities yet. Theres never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact.

We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.

If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.

#LI-CA1