Assistant Online Operations Manager

Summary

From Merchandising and Marketing through Product Development and Design, Supply Chain and Space Planning, our teams work together to bring stylish wardrobe, home and beauty essentials to life. We’re focused on delivering an easy, inspiring shopping experience—online and in store—that delights our customers every time.

As we accelerate the transformation of our business to meet the evolving needs of our customers, we’re looking for results-driven colleagues who share a passion for product, thrive in collaborative environments, bring creative thinking, and demonstrate strong commercial acumen.

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.

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.

• After completing your probationary period, you’ll receive a 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.

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 experience for our customers is as seamless and trouble‑free as possible across all touchpoints for the website, including logistics, development, trading, marketing, and IT. The role provides an excellent opportunity for real ownership and delivery, with regular contact and exposure to senior stakeholders.

The role is varied, fast‑paced and no day is ever the same. Priorities can change in an instant and therefore excellent prioritisation skills and the ability to think calmly in challenging situations are crucial. 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 both a data‑driven and analytical mindset coupled with a determination to drive recommendations forward and action them into reality. You will have access to a skilled, multi‑disciplinary team who cover the operation 24/7 and can assist with delivering at the pace and detail required in the role.

The successful candidate will also be responsible for driving new initiatives forward and implementing customer‑facing change successfully – 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 Online growth strategy.

An expectation for this role is to, alongside other operational colleagues, provide out of hours escalation support for the website. This is part of the role that offers unique challenges, but also an opportunity for real exposure across the business.

• End‑to‑end management for the daily operation of M&S Online, specialising in the food operation – including leading on incidents.
• Link with fulfilment partners and external suppliers and being the point of contact with the…