Assistant Online Development Manager

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Job Description

To stay close to customers, our support teams are in the office three days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected.

What's in it for you

Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.

Here are some of the benefits we offer that make working for M&S just that little bit more special...

• After completing your probationary period, you'll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
• Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
• A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

What you'll do

The role of the Assistant Online Development Manager is to support the Post Purchase Team to create and improve the post-purchase customer journey propositions across Delivery, Click & Collect, Returns and Customer Communications. Focusing upon ease and speed for the customer whilst driving down costs and increasing operating profit.

• Monitor customer feedback, competitor, and industry trends. Make recommendations and deliver improvements across all relevant post-purchase customer journeys.
• Help support and exploit a 'test and learn' approach where new initiatives could enhance the post-purchase customer journey. Once solutions have been identified and agreed, successfully own and manage end-to-end delivery of project life cycle through to deployment.
• Develop and maintain excellent stakeholder relationships and networks. Ensuring you update stakeholders regularly, stay close to the progress of other workstreams and identify opportunities to collaborate.
• Devise a communication plan and engagement strategy that ensures key stakeholder buy-in and cross-channel collaboration.
• Track key metrics like Net Promoter Scores (NPS) and OKRs to deliver an objective view of the financial benefits being realised as described in the benefits case.

Who you are

• Project Management experience, familiarity with key frameworks to aid project delivery. Experience of monday.com would be preferred.
• Proven track order of delivering change within an organisation.
• Strong awareness of competitors, external industry developments and technology initiatives to recommend and instigate change.
• Strong PowerPoint Skills.
• Highly organised team player with great stakeholder management and the ability to build relationships.

Everyone's Welcome

We are ambitious about the future of retail. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

#LI-CA1 #LI-Hybrid

About Us

M&S is ready to push boundaries to lead the industry into a greener, speedier, more inspiring digital era. That's why we're revolutionising how we work and offering our most exciting opportunities yet. There's never been a better time to be part of our team.

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 and we are happy to talk smart/flexible working.

About the Team

Our Ecommerce operation is dedicated to delivering the best ever, personalised shopping experience via M&S.com - getting our customers to the products they want, and quickly.

Now is a really exciting time to join us as we continue to turbocharge our transformation and become the number one online retailer.