Assistant Operations Manager

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Job Description

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...

• 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

As an Assistant Operations Manager a key part of the role will be focused on business observability where we you will utilise the tools available to spot trends and insights. This requires attention to detail and a keen eye for anomalies. Alongside this you will be maintaining & tracking key Platform KPIs with our offshore team to make data lead informed decisions.

The role will be required to work with large operational data sets and a key accountability will be to leverage this data to spot site errors and enhance the overall customer experience on M&S.com. Liaising and working with the Operations Manager to have a close governance & the impact of changes to the front-end experience, ensuring that the changes are not having a detrimental impact to customer experience, site performance & key KPIs.

• Perform analysis into key drivers of customer struggles, to identify and prioritise customer experience improvements: Using a suite of customer tools (Content square, Medallia and Adobe), to build business cases for development and operational teams to reduce customer pain-points and improve our core operational metrics, alongside customer experience.
• Working with the Chennai team to create a high performing culture offshore: Supporting the team daily, driving efficiencies within the Chennai operation, and also at a strategic level, aligning on OKRs and identifying opportunities to enhance capabilities within the team.
• Work closely with other operational areas & across Omnichannel & Online to drive prioritisation for solutions to customer issues
• Working with the Operations manager to ensure adequate cover across the team's functions.
• Upkeep of the activity planner ensuring all key campaigns, promotions, Tech updates & major releases are captured
• Working closely with customer insights team on governing and improving Browse and Web Purchase NPS.

Who you are

• Data-driven and analytical mindset coupled with a determination to drive recommendations forward and action them into reality.
• Proven experience within a retail eCommerce environment
• Experience of managing deliverables in a fast-paced routine, previous experience working with offshore teams and the ability to manage a wide number of stakeholders across different levels
• OMS system knowledge (ideally Sterling)
• Website monitoring tools (Content Square, Omniture, New Relic, Splunk)
• High-level IT skills - use of Microsoft Office365 to a high level, use of online communication and briefing tools [Teams, Jira/Confluence], prior knowledge of Adobe Omniture and Content Square is useful
• Python knowledge to leverage data science techniques would be preferable
• Power BI for sharing complex data sets to wider stakeholders

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.

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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.