Online Operations & Customer Communications Lead (12M FTC)

Marks & Spencer Plc; United Kingdom; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Colleague discount

Competitive holiday allowance

Discretionary bonus schemes

Pension and life assurance

Induction and training

M&S Choices portal access

Family policies

Wellbeing support

Volunteer day

Job summary

Marks & Spencer plc is hiring for an Online Operations role on a 12-month fixed-term contract. You will set the direction for the online customer communications strategy, manage FAQs and help pages, and own the operational delivery of customer service communications across relevant journeys.

You will collaborate with global teams, use data to identify themes and quantify impact, and support improvements with a strong governance and customer-focus mindset.

Qualifications

• Strong analytical capability with confidence using data and reporting to identify themes, test hypotheses and measure outcomes.
• Critical thinker who can translate customer insight into practical operational action.
• Excellent written communication and content-management skills for customer help content and incident communications.

Responsibilities

• Set the direction for the online customer communications strategy, ensuring proactive, clear, informative content that reduces avoidable demand.
• Manage website FAQs, help pages and content through Yext to aid self-serve and reduce contact volume.
• Own operational delivery of customer service communications across journeys, coordinating with stakeholders.

Job description

Marks & Spencer plc is hiring for an Online Operations role on a 12-month fixed-term contract. You will set the direction for the online customer communications strategy, manage FAQs and help pages, and own the operational delivery of customer service communications across relevant journeys.

You will collaborate with global teams, use data to identify themes and quantify impact, and support improvements with a strong governance and customer-focus mindset.