Online Experience & NPS Manager
Morrisons
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Benefits offered by this job
Job summary
Morrisons is seeking a dynamic Online Manager to join our Store Pick operations on a fixed-term contract (up to 12 months). You will own the strategy and execution to improve our Morrisons Online Net Promoter Score and lead the end-to-end customer complaints improvement plan.
You will transform customer feedback into concrete actions, identify friction points across the journey, and implement root-cause solutions with data insights and cross-functional partners.
Qualifications
- Experience in managing customer sentiment metrics (NPS, CSAT) and complaints frameworks.
- Strong analytical skills to interpret customer data and operational metrics.
- Ability to drive improvements in a fast-paced retail environment.
- Proven project management capabilities to lead efficiency initiatives.
- Excellent communication and influencing skills.
Responsibilities
- Own, track, and drive Online NPS targets across all online touchpoints.
- Develop and govern the end-to-end customer complaints action plan.
- Analyse customer data, survey feedback, and verbatim to identify root causes.
- Collaborate with Ocado to enhance feature releases for Store Pick tech.
- Track sentiment targets and report insights to leadership for strategic decisions.
- Ensure continuous improvement of the customer experience online.
Skills
Job description
Morrisons is seeking a dynamic Online Manager to join our Store Pick operations on a fixed-term contract (up to 12 months). You will own the strategy and execution to improve our Morrisons Online Net Promoter Score and lead the end-to-end customer complaints improvement plan.
You will transform customer feedback into concrete actions, identify friction points across the journey, and implement root-cause solutions with data insights and cross-functional partners.
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