Assistant Operations Manager - Paddington

Our online channels are experiencing incredible growth, which shows no signs of slowing. With an online presence in over 100 markets, are you ready to take our digital customer experiences to the next level as we turbocharge .com?

You’ll also be joining us at an exciting time, as we have ambitious plans to drive online growth and create outstanding omnichannel experiences for our customers, as part of the wider transformation of M&S. If you thrive in ambiguity, enjoy being part of a problem-solving team, and are excited by changes that improve experiences of colleagues and customers, join us!

As we turbocharge M&S.com we are building out new fulfilment capabilities, to enable us to introduce new categories and reach the scale of our ambitions. As a team our focus is on ensuring that the end-to-end digital experience for our customers, colleagues and suppliers is as seamless and efficient as possible.

You’ll be the operational owner of our tailored fulfilment operation, working with a variety of senior partners to manage this fulfilment route which will include the custom schoolwear micro-site. You will be key to linking the end-to-end operation together, this will include wider engagement across the business from IT, marketing, suppliers, carriers, development, trading teams to ensure a smooth operation through peak periods.

Along with managing the operational end to end, you’ll also drive operational improvement and incident management. Key accountabilities and success measures

You’ll have real ownership and will be driving decision making within the .COM function. The role will provide the opportunity to engage with a wide variety of partners at varied levels within the business, being a subject matter expert on .COM operations and driving forward operational governance for personalised products (tailored schoolwear and personalised products). The role will allow you to gain a strong understanding of M&S.com, Tailored schoolwear website and what is required to run a large-scale e-commerce operation. This role will you to provide solutions on either highly complex or untested situations in the live website environment. You’ll work across all major touchpoints of the website, including logistics, development & IT, trading, marketing, external suppliers, and offshore teams.

Skills/Exprience

We would love you to have both a data-driven and customer attitude, with strong partner management skills to help drive improvements across the business. It requires the ability to operate in a fast-paced and sometimes ambiguous environment, able to work through numerous scenarios and eventualities when challenging situations occur.

Key accountabilities of this role:

• Understand the end-to-end customer journey and support the creation of a seamless customer experience regardless of fulfillment method
• Manage and create governance on existing but immature fulfilment routes
• Coach and manage suppliers to improve performance to meet our customer expectations
• Establish opportunities for streamlining and improving processes
• Link with Fulfilment Partners and external suppliers to manage the daily operation – monitoring speed of delivery and customer order issues, being the point of contact with the relevant Business Units (Foods and Clothing & Home)
• Actively develop relationships & collaboration between onshore and offshore teams
• Work closely with key customers external to M&S.com focusing on the end to end ordering and delivery experience.
• Engage cross functionally with supply-chain, retail and category/ trading teams to ensure the business offers the best delivery experience.
• Incident management – lead business related incidents and supporting I.T support team for I.T managed cases
• Use regular checkpoints to align priorities and co-ordinate effective response to incidents
• Share & influence customer issues and opportunities with the product and development groups and influence their roadmap
• Respond to key customer KPIs to improve customer experience
• Support development of future .com strategy for online fulfilment

Essential Experience

• Experience working in an ecommerce retail environment
• Experience working with offshore teams
• Experience with working with external suppliers, including managing supplier performance and compliance
• Experienced in working with multiple stakeholders across the business to motivate change.

Required skills

• You will always think customer, putting them at the centre of all that we deliver
• You will be a self-motivated individual, who is able to work under pressure
• You will be able to spot opportunities for improvement and initiate change
• You will have strong interpersonal & communication skills
• You are able to multi-task and process information quickly
• You have excellent attention to detail, and can meet deadlines and effectively prioritise workload
• You have the ability to manage a wide number of stakeholders across different levels, and are keen to learn within a team
• You have an analytical and data driven attitude

Technical Skills

• Understanding the end to end running of a website platform
• Customer order management (end to end order flow: contact centre and logistics)
• Good working knowledge of Microsoft Office with particular focus on Excel

Preferred Systems knowledge

• OMS system knowledge (ideally Sterling)
• Website monitoring tools (Splunk)
• Omniture or SQL, Excel + other reporting tools

This is an excellent opportunity to join us at an exciting time of change and transformation! In exchange for your experience, we will reward you with a competitive salary, hybrid working and market leading benefits package.

Interested? Apply here!

Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process. Applicants with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation either by phone on 0345 300 3725 or by email recruitment.online@marksandspencer.com, so we can make alternative arrangements for you.

Key Benefits:

• Flexible working approach, with a balance of being in the office and working from home
• Competitive salary plus bonus
• 20 days holiday + 1 celebration day
• 20% discount on M&S products
• A range of wellbeing support (including a virtual GP)
• 25% off gym memberships, access to online fitness classes and discounts for complementary health services, such as nutrition and lifestyle coaching