Digital Retail Operations Manager – Online Returns

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.

You will work closely with key stakeholders across Retail, Digital, Customer Service, Supply Chain and Technology to identify issues, support change, and improve operational performance. This role requires strong organisation, attention to detail, good judgement, and the ability to use insight and feedback to drive practical improvements for both customers and colleagues.

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.

• 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 work streams
• 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

• 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

• 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 work streams
• A structured approach to governance and control, with attention to detail and a focus on delivering consistent, high quality outcomes

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…