Digital Retail Operations Manager – Online Returns

What you'll do

Your key accountabilities will include:

• Support the smooth day to day delivery of the Online Returns operation, ensuring returns are processed efficiently, issues are escalated promptly, and service standards are consistently met
• Monitor operational performance, using data, reporting and store insight to identify trends, recurring issues and opportunities to improve returns handling and customer experience
• Contribute to root cause analysis and help prioritise actions that reduce friction, strengthen compliance and improve the end to end returns journey
• Provide day to day support across Digital Retail Operations, coordinating activity, resolving issues and maintaining momentum across multiple workstreams
• Work cross functionally with Retail, Digital, Customer Service, Supply Chain and Technology teams to support aligned decision making and effective delivery
• Support the implementation of process and system improvements, ensuring changes are practical, well understood and embedded effectively across the operation
• Maintain strong governance by tracking actions, highlighting risks and supporting readiness activity to ensure consistent and controlled delivery

Who you'll be:

Your skills and experience will include:

• A collaborative and proactive team player, building strong relationships and contributing to a positive and inclusive team culture
• Customer focused, with a strong understanding of operational impact and a passion for improving the customer experience
• Organised and adaptable, able to manage multiple priorities and respond effectively in a fast paced environment
• A confident communicator, able to work across a wide range of stakeholders and influence outcomes positively
• Committed to continuous improvement, with the ability to identify opportunities to simplify processes and enhance operational performance

What you will bring:

• Experience supporting operational delivery within a fast paced retail or digital environment
• Strong analytical capability, with the ability to use data, reporting and insight to inform decisions and identify improvements
• Understanding of end to end operational processes, with an ability to identify root causes and contribute to sustainable solutions
• Experience working cross functionally and supporting delivery across multiple teams or workstreams
• A structured approach to governance and control, with attention to detail and a focus on delivering consistent, high quality outcomes

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.

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.

Lead with purpose. Own the outcomes. Raise the bar. This is your store. And your chance to shape the future of M&S. Are you ready for it? Take Your Marks and apply today.