Assistant Operations Manager

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Job Description

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.

The core remit of this role is to own and build on our customer experience, focusing particularly on both the fulfilment and post purchase experience. As part of this we want to improve and refine our customer touch points, as well as make better use of our data to improve underlying performance. This is truly a role that will be able to work with agility and make immediate, impactful change. The successful candidate will work with a wide range of stakeholders from across M&S, including IT, retail, carriers, development, Digital and Data and 3rd party companies to drive significant change in our customer recovery experience.

Along with managing the operational end to end, this successful candidate will drive operational improvement of other areas of fulfilment that influence and improve our operational metrics. As part of this we are always evolving our operational levers and capability - this role will help support that evolution.

What's in it for you

Being a part of M&S is exactly that - becoming a part and playing your part. We're an inclusive, dynamic, exciting, and always evolving business built on core values.

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

• 20% Colleague discount on most things from furniture, fashion and food.
• A first-class welcome to M&S with a tailored induction and a wide range of training schemes to help with your learning and development. Having options to progress is something we're proud of at M&S.
• Attractive annual bonus, based on company performance and personal objectives.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Amazing perks and discounts via our M&S Choices website. Including GymSave - that offers up to 25% off Gym Memberships and the option to become an M&S Shareholder using our ShareSave & ShareBuy Schemes
• Charity Volunteer Day - A paid day away from work to support your chosen charity.
• A very generous Defined Contribution Pension Scheme and Life Assurance

Every colleague at M&S has access to a fantastic range of wellbeing support - this includes access to our 24/7 Virtual GP, PAM Assist to support you & your family as well as many other schemes

What you'll do

Your key accountabilities will include (5-6 bullets max)

• Primary focus is to build and develop a robust, tailored, and automated customer experience based for all of our online customer orders
• Engaging stakeholders across M&S to develop a strategy and improvement within our fulfilment suite.
• Using multiple sources of data identify short- and long-term initiatives to drive continuous improvements within our network capability
• During our peak operational periods, demonstrate ability to support the wider operation, by identifying opportunities to interevene and create process.
• Working with our carrier teams - improving the level of languishing orders yet to be delivered to customers.
• Track improvements through different data sources to articulate the level of impact improvement we have seen on key metrics

Who you are

• Understand the end-to-end customer journey and support the creation of a seamless customer experience.
• Highly analytical to understand large complex data sets identifying opportunities and clearly articulate these to senior stakeholders
• A test, trial and learn attitude using all available resources to learn and to drive change.
• Coach and manage suppliers and 3rd parties to improve performance to meet our customer expectations
• 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)

Everyone's welcome

M&S is ready to push 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 flexible working.

If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.

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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.