# Assistant Online Operations Manager **Company**: Marks & Spencer **Experience**: senior **Job type**: contract **Category**: Operations **Industry**: Retail **Apply**: https://fa-eqid-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/127547?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_59da2add-6b1 ## Description We're seeking an Assistant Online Operations Manager to join our team on a 12-month fixed-term contract. Working at M&S means being part of something bigger – helping to deliver quality, value and service to millions of customers every day. We're inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing. **Responsibilities:** - Set the direction for the online customer communications strategy, ensuring communications are proactive, clear, informative and designed to reduce avoidable demand into the Contact Centre. - Manage website FAQs, help pages and associated customer content through Yext, ensuring information is accurate, timely and effective in helping customers self-serve and reducing the need to contact the Contact Centre. - Own the operational delivery of customer service communications across relevant customer journeys, including incident communications that require clear, timely updates to multiple affected customers at scale. - Use customer contact data, operational reporting and performance insight to identify themes, test interventions and evidence impact. - Work closely with the Customer Operations team in Chennai to probe contact themes, understand root causes and translate insight into practical operational improvements. - Partner with operational colleagues to improve customer and business performance, constructively challenging existing approaches and identifying opportunities across the end-to-end journey. - Lead operational calls and forums, bringing clear insight, recommendations, actions and ownership to support effective decision-making and resolution. - Support the wider Online Operations team from an end-to-end operations perspective, helping coordinate responses to emerging issues and ensuring customer impacts are considered. - Build strong cross-functional relationships and independently set priorities and direction, while maintaining visibility of progress, risks, dependencies and outcomes. - Ensure activity is delivered with strong attention to detail, appropriate governance and a clear understanding of the operational and customer impact. **Requirements:** - Strong analytical capability, with confidence using data and reporting to identify themes, test hypotheses and measure outcomes. - Critical thinker with the ability to move from customer insight to practical operational action. - Excellent written communication and content-management skills, including the ability to manage customer help content through Yext and produce clear, accurate communications for both routine journeys and customer-impacting incidents. - Strong attention to detail and a consistent focus on accuracy, quality and customer impact. - Confident working independently, setting direction and prioritising activity in a fast-paced operational environment. - Ability to lead operational calls, influence cross-functional stakeholders and turn discussion into clear decisions and actions. - Strong collaboration skills, including working effectively with remotely based and offshore teams. - Good understanding of end-to-end online retail operations, customer service operations and the dependencies between customer, technology, logistics and commercial teams. - Comfortable challenging constructively, solving ambiguous problems and adapting priorities as operational needs change. - Outcome-focused, with the ability to demonstrate how activity has improved performance, customer experience or contact demand. **Benefits:** - 20% colleague discount on all M&S products and many third-party brands for you and someone in your household - Competitive holiday allowance with the option to buy more - Discretionary bonus schemes linked to your performance and ours - Strong pension and life assurance to help plan for the future - Tailored induction and training to support your development from day one - Exclusive perks and savings through our M&S Choices portal - Market-leading family policies, including parental, adoption and neonatal leave - 24/7 wellbeing support, including virtual GP access and mental health services - One paid volunteer day a year to support a cause that matters to you ## Skills ### Required - analytical skills - communication skills - content management - customer service - data analysis - problem-solving - project management - team leadership --- Source: [Apply at fa-eqid-saasfaprod1.fa.ocs.oraclecloud.com](https://fa-eqid-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/127547?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)