Operations Lead

Card Factory; Wakefield; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading retail company in Wakefield is seeking a Digital Operations Lead to drive digital improvements within stores. This hybrid role demands a detailed-oriented individual experienced in digital platforms in a retail setting. Responsibilities include supporting digital strategies, creating user-friendly documentation, and enhancing customer experiences. Candidates should possess strong communication skills, collaboration ability, and a passion for improving operational efficiencies for both customers and colleagues.

Qualifications

• Experience in a retail or operational environment.
• Ability to simplify technical details for users.
• Capacity to identify and address issues effectively.
• Detail-oriented in documentation and training.
• Passion for improving processes for colleagues and customers.

Responsibilities

• Support the delivery of Digital Strategy and omni-channel objectives.
• Align everything with standards, timelines, and budgets.
• Create and maintain documentation for in-store digital operations.
• Monitor and report on the performance of digital services.
• Coach store colleagues to enhance customer experiences.

Skills

Experience with digital platforms or systems

Strong communication skills

Practical problem-solving

Skilled in process mapping

Collaborative and improvement-focused

Job description

About the job

Ready to help shape the future of digital in retail?

We’re looking for an experienced Digital Operations Lead with a passion for digital and a sharp eye for detail to join our Central Operations team. This role is all about making life easier for our store colleagues while driving our omnichannel ambition forward. Acting as the vital link between Retail Operations and our Digital team, you’ll make sure new tools and processes are simple, practical, and store-ready. By championing innovation and continuous improvement, you’ll help embed digital ways of working that enhance the experience for both customers and colleagues.

This is a fantastic opportunity to make a real impact on how we deliver digital in-store. You’ll work with great people, influence change, and help shape the future of retail operations. If you’re organised, innovative, and ready to take on a role where no two days are the same, we’d love to hear from you.

Based at our Support Centre in Wakefield (just off Junction 41 on the M1), this is a hybrid role with 2–3 days a week in the office.

What you’ll be doing :

In this role, you’ll support the delivery of our Digital Strategy and omni-channel objectives, acting as the retail subject matter expert for in-store digital operations. The focus will be on ensuring everything aligns with agreed standards, timelines, and budgets, while providing clear guidance and practical support to store teams on digital systems. When issues arise, you’ll elevate them appropriately and keep things moving.

Creating and maintaining store-facing documentation will be a key part of your work, including operating guides, policies, and training content to help colleagues adopt new tools and ways of working. Collaboration is essential, and you’ll work closely with Customer Services to review feedback and use it to improve the experience of in-store digital services.

You’ll also play a vital role in the design, testing, and rollout of new digital tools and initiatives, ensuring they’re store‑ready and easy to use. Monitoring and reporting on the performance of in-store digital services will help you identify opportunities for improvement. Alongside this, coaching and upskilling store colleagues will ensure they deliver excellent customer experiences across all channels.

What we’re looking for :

• Experience working with digital platforms or systems in a retail or operational environment.
• Strong communication skills with the ability to turn technical detail into simple, user‑friendly guidance.
• A practical problem‑solver who can identify issues, offer solutions, and elevate effectively.
• Skilled in process mapping, documentation, and training delivery, with an eye for detail.
• Collaborative and improvement‑focused, passionate about making things better for colleagues and customers.