At a Glance
- Tasks: Support and improve the Online Returns operation across 700+ stores.
- Company: Join M&S, a dynamic and inclusive retail leader.
- Benefits: Enjoy discounts, competitive holidays, and wellbeing support.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer experience in a fast-paced environment.
- Qualifications: Experience in retail operations and strong analytical skills required.
The predicted salary is between 30000 - 40000 £ per year.
In this role, you will support the day-to-day operation and continuous improvement of Online Returns, helping to ensure returns are processed efficiently, accurately, and in line with agreed service standards across 700+ stores. You will focus on operational delivery across stores and support centre, helping to create a simple, consistent and customer-focused returns journey.
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 you'll do
- 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
- 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
- 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.
Digital Retail Operations Manager – Online Returns in City of Westminster employer: Marks & Spencer Plc
Marks & Spencer is an exceptional employer that fosters a collaborative and inclusive work culture, where employees are encouraged to develop their skills through tailored training programmes and supportive teamwork. With competitive benefits such as a generous pension scheme, flexible parental policies, and a commitment to employee wellbeing, M&S empowers its staff to thrive both personally and professionally while playing a vital role in transforming the retail landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Retail Operations Manager – Online Returns in City of Westminster
✨Get Your Retail Game On
Start by getting to know the local retail scene. Make a list of stores that align with your vibe and visit them. You'll be surprised at how many job openings come from chatting with staff or managers in-store. Plus, showing that you have a genuine interest in their brand can make you stand out when applying for that full-time role!
✨Join Retail Networks and Forums
Tap into retail-specific communities and forums, whether online or in-person. Platforms like Retail Week or local retail meetups can provide invaluable insights and connections. You never know who might drop a tip about an upcoming job at companies like Marks & Spencer Plc, so don’t miss out on building those relationships!
✨Be Ready for Busy Season Opportunities
Keep your eyes peeled for seasonal hiring windows, especially in the run-up to major shopping periods. Retailers often look for full-time staff to carry through busy times and may even keep you on after the season. Stay proactive by regularly checking in with your favourite retailers about their hiring plans.
✨Show Off Your Customer Service Skills
Retail’s all about customer interactions, so make sure you showcase any relevant experience in your conversations and interviews. Share specific examples of your customer service skills and how they’ve led to positive outcomes. This is your moment to shine when applying to roles at places like Marks & Spencer Plc!
We think you need these skills to ace Digital Retail Operations Manager – Online Returns in City of Westminster
Some tips for your application 🫡
Show Off Your Customer Service Skills:In retail, customer service is key! Make sure your CV highlights any experience where you've dealt with customers, whether it’s resolving issues or enhancing the shopping experience. Use concrete examples to demonstrate your problem-solving skills and ability to handle difficult situations with ease.
Tailor Your CV for Retail:When applying for a full-time role like this one at Marks & Spencer Plc, customise your CV to reflect retail-specific buzzwords. Include any relevant skills such as inventory management or visual merchandising, and if you have experience with POS systems, shout about it! This will show you’re serious about joining the retail team.
Craft a Genuine Cover Letter:Don’t just repeat your CV in your cover letter! Use it as a chance to explain why you're excited about the opportunity at Marks & Spencer Plc and how your values align with their brand. Mention specific aspects of the company that resonate with you and let your enthusiasm shine through!
Highlight Your Adaptability:In retail, things can get busy and unpredictable, so demonstrate how adaptable and flexible you are. Share examples of times you've had to adjust your approach on the fly or take on new responsibilities. This will show Marks & Spencer Plc that you’re ready to jump in and contribute right away!
How to prepare for a job interview at Marks & Spencer Plc
✨Show Off Your Customer Service Skills
Retail is all about providing an exceptional customer experience, so be ready to discuss your past customer service stories. We should have examples on hand of how we've handled difficult situations or gone above and beyond to meet a customer's needs. These anecdotes will bring your application to life!
✨Familiarity with Point of Sale Systems
Many retail roles require us to work with Point of Sale (POS) systems, so it's a good idea to brush up on any relevant software you’ve used before. If you’re familiar with systems like Shopify or Square, don’t forget to mention this during the interview. Highlighting technical proficiency can set us apart from other candidates!
✨Understand Product Knowledge
Be prepared to discuss the products that the store sells and how we can contribute to their sales. Showing enthusiasm for the products and a willingness to learn can impress interviewers. We should research popular items or trends in the industry before the interview, so we can speak confidently about them.
✨Be Ready for Role-Playing Scenarios
Many retail interviews include role-playing scenarios where we might have to deal with a difficult customer or upsell a product. Practising these scenarios with a friend or family member can help us feel more comfortable. The key here is to showcase our problem-solving skills and ability to remain calm under pressure!
