Hour: 40

Salary and Benefits: Competitive

Our International business has the exciting job of bringing our famous clothing, food and home products to over 32 million customers worldwide. Collaborating with our partner businesses, different countries and cultures, you’ll work with colleagues around the world to help us reshape International as we know it.

Our ambition is to more than double International retail sales online, so there’s never been a better time to join the department and make your mark as we continue to build inclusive and diverse relationships, and put the business and our colleagues at the forefront of every decision we make!

This role is an integral part of the central M&S.com operations team. As a team our focus is on ensuring that the end-to-end digital experience for our customers is as seamless and trouble-free as possible. This is across all touchpoints for the website, including: contact centre, logistics, development, trading, marketing, and I.T.

The role gives excellent opportunity for real ownership and delivery – as well as regular contact and exposure to stakeholders of all levels. The role will require you to work closely with our contact centre teams ensuring that customer pain points mitigated and resolved by development teams.

You will also ensure that customers have the best possible experience on M&S.com Excellent problem-solving skills are also required as solutions are often either highly complex or untested in the live website environment.

Highly desirable for the role is an individual who has a determination to drive recommendations forward and action them into reality with relevant teams and stakeholders. The successful candidate will have the opportunity to work with large operational data sets from a post purchase perspective and a key part of the role will be to leverage this data to enhance that customer experience and drive improvements in NPS and reductions in contacts.

The successful candidate will also then be responsible for driving new initiatives forward with the post purchase space- this is something that will involve engagement with teams across the business and allow for the Operations team to support and enhance the wider M&S.com growth strategy.

Key Responsibilities

Play a key part in shaping our customer service comms. Ensuring that customers get the best possible post-purchase experience across all delivery routes, whilst also making sure that they kept updated throughout.

Transactional Service comms – Management of all templates. Enhance reporting/Alerting and performance of comms (both from a stability and from an open rate/functionality point of view)

Customer recovery – management of templates and process in Salesforce (E-mail service provider). Enhance capability and automate through React and OMS data

In-flight carrier comms – Management of all carrier comms templates (RM, Hermes,DPD, DHL,Yodel, Parcelforce) This includes the functionality and enhancements.

Manage improvements to our existing customer comms toolset including E-mail, SMS, Webchat and Virtual Assistant.

Be the point person within operations to support the Contact Centre for operational support

Support the use of SMS as a mechanic to update customers from a post-purchase perspective but also for order recovery, when things haven’t gone to plan.

Build a relationship with our third-party SMS provider, Twilio, so we can leverage the partnership to drive more value for M&S and our customers.

Support the contact centre in reducing the cost to serve our customers. Leveraging our self-help tools and reacting effectively to any change in customer behaviour.

Analyse operational data, spot trends, and implement customer enhancements and improvements based on this.

Proactive work on customer contact peaks during events and seasonal campaigns to ensure that end to end customer experience remains friction-less and seamless..

Work with retail product teams to ensure in-store digital customer experiences are delivered from an operational perspective.

Own peak operational improvements and management from a customer operations perspective

Help maintain business continuity plans, ensuring that they are robust and reviewed periodically

Experience required

experience working in an ecommerce retail environment

Experience of managing deliverables in a fast-paced routine

Experience of working with offshore teams

Ability to manage a wide number of stakeholders across different levels

Strong interpersonal & communication skills

Ability to manage a wide number of stakeholders across different levels

Effective team worker – collaborative and supportive

Strong sense of self-management and highly self-motivated, calm under pressure and able to prioritise

The ability to meet deadlines and effectively prioritise workload with a flexible & proactive approach

Analytical and data driven mindset

Technical/System Experience

OMS system knowledge (ideally Sterling)

Website monitoring tools (New Relic, Omniture, Splunk, Mpulse, Tealeaf)

High-level IT skills – use of Microsoft Office365 to a high level, use of online communication and briefing

Tools [Teams/Slack, Jira/Confluence], prior knowledge of Adobe Omniture and Discover is useful

Python knowledge to leverage data science techniques would be preferable

Power BI for sharing complex data sets to wider stakeholders

This is an excellent opportunity to join us at an exciting time of change and transformation! In exchange for your experience, we will reward you with a competitive salary and market leading benefits package.

Interested? Apply here!

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. Applicants with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation either by phone on 0345 300 3725 or by email recruitment.online@marksandspencer.com, so we can make alternative arrangements for you.

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This employer is a corporate member of myGwork – LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.

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