Digital Operations Manager

We are looking for a dynamic Digital Operations Manager who applies data analysis and prioritizes customer needs. This person thrives in fast-paced settings and stays calm and logical during complex challenges. They will be essential in handling critical incidents, improving operations beyond core .COM functions, and smoothly implementing customer-facing changes that support our growth plan.

The ideal candidate will have extensive knowledge of large-scale e-commerce in Clothing & Home and Food, plus the technical and operational aspects of M&S.com. As a central contact, they will lead change management efforts, coordinate incident resolution, and keep clear communication with various groups—from logistics and carriers to digital, data, retail, and commercial teams. Their skill in explaining severity issues, root cause analyses, and upcoming changes will be crucial for balancing customer experience, commercial results, and operational quality.

This role also involves leading the weekly rhythm for the wider .COM operations team, ensuring performance is monitored and communicated effectively. By promoting collaboration and innovation, the Digital Operations Manager will drive initiatives that improve customer experience and support M&S’s turbocharged growth strategy.

What your responsibilities will include:

• Fulfilment Governance: Own cross-business fulfilment route governance, ensuring seamless delivery of key events, alignment with collaborators, and minimizing operational errors to deliver the sales plan.
• Incident & Customer Recovery: Lead incident management and customer recovery for operational failures, collaborating with Supply Chain, Logistics, BU’s, and Contact Centre to assess impact and communicate effectively.
• Collaborator Engagement: Act as the central point for end-to-end ordering and delivery experience, coordinating priorities and responses with internal teams and external partners through regular checkpoints.
• Operational Expertise & Continuous Improvement: Serve as SME for back-end systems (OMS, WCS, COM, Business Objects). Demonstrate skill with tools during incidents and grow offshore teams to improve operational capability and back new initiatives.
• Customer-Focused Performance: Analyze data to spot trends, shape product plans, and guarantee delivery and collection meet customer needs. Maintain on-call .COM duties on a rotating schedule.

Who you are:

• E-commerce Expertise: You will have 3–5 years’ experience in a retail e-commerce setting, with a solid grasp of complete website functions and customer order processing.
• Collaborator & Team Leadership: You will manage a wide range of collaborators across all levels and work effectively with offshore teams to expand operational capabilities. You will have strong skills in Microsoft Office, particularly Excel, and be familiar with SQL and Teams. You will analyse data to spot trends and guide decisions.
• Operational Agility: You will manage several tasks at once, arrange priorities, and achieve deadlines in high-pressure situations while ensuring excellent attention to detail.
• Communication & Collaboration: You will demonstrate strong interpersonal skills, clearly articulate complex issues, and influence outcomes across cross-functional teams.
• Customer-Centric Approach: You will always think customer‑first, ensuring delivery and collection experiences meet expectations and drive continuous improvement.

Everyone’s welcome. We’re disrupting, innovating, and leading the industry into a more conscientious, inspiring digital era. M&S strives to be an inclusive organisation, trusted and admired by our colleagues, customers, and suppliers. Join us and make change happen. We’re committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. If you need support or reasonable adjustments during the recruitment process, please let us know when completing your application.