Customer Analyst - London

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!

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.

This role is an integral part of the central M&S.com operations team. As a team our focus is on ensuring that the end-to-end digital experience for our customers is as seamless and trouble-free as possible. This is across all touchpoints for the website, including: logistics, development, trading, marketing, and I.T.

The role gives excellent opportunity for real ownership and delivery – as well as some exposure to partners of all levels. The role is centred around providing data to provide insight and enable the operational teams to make informed decisions at pace. This means priorities can change quickly therefore excellent prioritisation skills and ability to think calmly in challenging situations is crucial.

Highly desirable for the role is an individual who has both strong analytical skills and a good understanding of operational processes. You will have available to you the support of a large Digital and Data team, experienced Analyst within the team and a multi-disciplinary of shore team who cover the operation 24/7.

The successful candidate will also then be responsible for driving new Insights forward and supporting serving our customer successfully through a best-in-class operation – this is something that will involve engagement with teams across the business and allow for the Operations team to support and enhance the wider M&S.com growth strategy.

We are looking for a Customer Analyst to join our fantastic Clothing & Home team on a 12 month fixed term contract. In this role you’ll have a primary focus of delivering Analytics and Insight with accurate data to support the operational delivery of the Republic of Ireland sales channel. The role will also provide support for analytics across the wide sales channels including Clothing and Home for UK and Foods Area’s

Key accountabilities and measures

• End to End delivery of reporting for all operational KPI’s for ROI
• Continuously evolving or delivering new Insights keeping pace with changing demands
• Support in driving continuous improvements of the Command Centre and offshore teams
• Support in the improvement in delivery to the customer within promise
• Actively develop relationships & collaboration between onshore and offshore teams

What you’ll be doing…

• Create, evolve and maintain KPI reporting to manage the Daily/Weekly/Monthly ROI Operational performance
• Support in Maintaining the Daily/Weekly/Monthly operational reporting for UK and Food area’s
• Working closely with wider customers – Wider post purchase team, ROI trading teams, Logistics, Digital and Data, Contact Centre, Off Shore support and retail teams
• Always Thinking customer and putting them at the centre of all that we deliver
• Deliver improved/automated processes to the offshore team to enable us to increase the operations capabilities, to help ensure the team are set-up to accept new operational initiatives from development teams.
• Subject Matter Expert for the tools and reports used to provide Insight and analytics for the operations teams.

Key skills

Essential Skills

• Analytical and data driven attitude
• Experience working in an analytics role
• Experience working with offshore teams
• Strong interpersonal & communication skills
• Able to multi-task and prioritise accordingly
• Excellent attention to detail and competent working under pressure
• Able to meet deadlines and effectively prioritise workload

Technical Skills

• Strong excel skills, using complex formulas and VBA would be desirable
• Understanding of SQL and writing SQL queries
• Experience using Power BI platform would be desirable
• Experience using Teams would be preferable
• Understanding operational processes and Order management

Systems Skills

• Microsoft packages – Excel, Power BI, outlook etc
• SQL knowledge
• OMS system knowledge

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