# Online Manager - Store Pick Operations

**Company**: Morrisons
**Location**: Bradford
**Work arrangement**: onsite
**Experience**: senior
**Job type**: contract
**Category**: Operations
**Industry**: Retail

**Apply**: https://eicg.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/MorrisonsJobs/job/36?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e1ef2875-c16

## Description

We’re looking for a dynamic, analytical Online Manager to join our Morrisons Store Pick operational team on a fixed term contract (up to 12 months).

In this pivotal role, you’ll own the strategy and execution for improving our Morrisons Online Net Promoter Score (NPS) and leading our end-to-end customer complaints improvement plan.

You’ll be responsible for transforming customer feedback into concrete operational actions, identifying friction points across our customer journey and implementing robust root-cause solutions. Leveraging data insights, sentiment analysis, and cross-functional partnerships, you will reduce complaint volumes, optimise customer experience and drive continuous improvement to deliver an exceptional online customer experience.

**What You’ll Do**

- Own, track, and drive the Morrisons.com Online NPS target, elevating customer satisfaction across all online touchpoints.

- Develop, implement, and govern the end-to-end customer complaints action plan, systematically targeting and reducing major complaint drivers.

- Analyse customer data, survey feedback, and complaint verbatim to identify operational root causes across order picking, substitutions, and delivery execution.

- Collaborate with Ocado to enhance feature releases and software functionality for the underlying Store Pick technology, fostering ongoing operational improvement.

- Track and hit key customer sentiment targets, including NPS growth, reduced complaint volumes.

- Report actionable insights and operational performance directly to leadership to inform broader commercial and strategic decisions.

**About You**

You’ll be an experienced customer operations, customer experience, or online operations professional with a strong analytical mindset and a proven track record of driving customer metric improvements with a passion for reducing customer churn in fast-paced retail environments.

You’ll have:

- Proven experience in managing customer sentiment metrics (NPS, CSAT), complaints frameworks, and customer journey optimisations.

- Exceptional analytical skills, with proficiency in interpreting complex customer data, feedback trends, and operational metrics.

- A tenacious approach to your work, with a self-starter mindset and an ability to work in an adaptive and dynamic environment.

- Strong project management capabilities with the ability to lead operational efficiency and service recovery initiatives under pressure.

- Excellent communication, listening, and influencing skills, with the confidence to challenge cross-functional teams and advocate for the customer experience at all levels.

**Benefits**

- 15% discount in store from the day you join us

- Additional 10% discount card for a friend or family member

- Annual bonus scheme

- Career progression and development opportunities

- Generous holiday entitlement

- Market leading pension scheme and life assurance

- Healthcare benefits including Aviva Digital GP

- ‘MyPerks’ giving you discount with over 850 retailers

- Free parking onsite

- Enhanced Family, Maternity and Paternity Leave

- Private Healthcare

- Car Allowance (company car provided in some instances)

## Skills

### Required
- Analytical skills
- Project management
- Communication skills
- Customer experience
- Complaints handling
- NPS/CSAT management

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Source: [Apply at eicg.fa.em2.oraclecloud.com](https://eicg.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/MorrisonsJobs/job/36?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)