Digital Operations Manager

Overview

In this role, you will oversee and continuously improve the online order collection experience of c.30m parcels across 750 UK and ROI mainchain stores. This role leads through cross-functional influence rather than direct line management and sits in the Digital Operations structure alongside two Digital Operations, and reports into the Lead Digital Operations Manager. The team forms part of the wider Store Experience team in Central Store Operations.

You will be accountable for driving operational excellence, shaping customer and colleague experiences, and influencing cross-functional partners to deliver a seamless, efficient, and customer-focused collection journey.

Key Responsibilities

Operational Excellence

• Own the end-to-end performance of in-store online collections, ensuring consistent execution of core processes and delivery against key metrics: booking speed, collection speed, and customer satisfaction.
• Provide timely and accurate analysis, insights, and reporting to inform decision-making and drive continuous improvement.
• Lead forecasting, resourcing, and budget management to align the instore experience with volume expectations and operational needs.

Stakeholder Management

• Act as the subject matter expert and main point of contact for online collections in store.
• Represent Digital Operations and the in-store customer experience in senior business forums and business continuity events.
• Build strong relationships with store colleagues, contact centres and support functions, with regular store visits and effective communication and engagement.

Process & Innovation

• Achieve and enable C&C sales growth to the 5-year plan, using operational data, store feedback and customer insights to proactively identify opportunities to simplify, streamline, and enhance the colleague and customer collection experience.
• Lead and support cross-functional projects with Retail, Property, Online, and Supply Chain & Logistics to deliver process efficiencies, future-proof solutions, and innovation in the collection experience.
• Champion customer-centric design, ensuring changes build trust and strengthen the end-to-end digital customer journey.

High Performance Culture

• Play an active part in creating and driving a high-performance culture by staying positively dissatisfied and constantly challenging to grow and transform M&S.
• Collaborate with peer Digital Ops Managers to drive a joined-up omnichannel operation, providing leadership, coaching, and influence to ensure alignment to operational standards and customer-first values.
• Foster a culture of accountability, collaboration, and continuous improvement across all teams involved in online collections.

Measures of Success

• Consistent achievement of collection performance KPIs (collection speed, booking in speed, customer satisfaction).
• Implementation of sustainable and simplified process improvements with measurable impact on colleagues and customers.
• Delivery of innovation and contribution toward the omnichannel sales growth strategy.

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.