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)