Assistant Online Operations Manager

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