We believe that the key to achieve our business goals is our people and we focus in selecting and working with the best. We’re transforming at M&S and this role is a great opportunity to make a significant contribution to our success!

Digital Channel Assistant is responsible for supporting the daily operations of our digital channel by enhancing the end-to-end customer journey and ensuring a smooth online shopping experience, while continuously analyzing and improving e-commerce operations to maximize sales and ensure profitability.

Key accountabilities and measures

• Monitors website to ensure that products are active on the site and appropriately merchandised on time
• Ensures that online product catalogues are maintained accurately on site & review accuracy of translations and taxonomy
• Provides weekly recaps on items that are not on web
• Maintains and monitors item set up and data entry tasks (ring fencing of stock, prices)
• Sales Analysis & Reporting
• Assists in planning and executing online promotions and digital campaigns

Operational Responsibilities:

• Works with DC/carriers to continually drive service improvements for on-time delivery
• Monitors SLAs (service level agreements) & SOPs (standard operating procedures)
• Identifies and coordinates service, best practices, and cost improvements
• Supports online FAQs & Policies content (refunds, checkout etc)
• Global-e requests monitoring
• Click & Collect /Store operations – communication
• Works with Customer Service & store representatives daily to answer any questions and problem solve
• Stays up to date with the industry best practices and competitor service analysis and makes suggestions

Order & Fulfillment Operations

•   Coordinates with warehouse, 3PLs, or internal fulfillment teams
•   Maintains and monitors KPIs with regards to shipments
• Handles order exceptions (delays, cancellations, lost packages)
• Follows up on delays, discrepancies, and service issues

Reporting & Data Support

• Prepares daily/weekly operational reports (orders, inventory, returns)
• Tracks KPIs such as order accuracy, fulfillment speed, and return rates
• Assists in identifying bottlenecks and inefficiencies

Customer Support Operations

• Monitors Voice of Customer metrics through Medallia
• Handles customer inquiries related to orders, shipping, returns, and refunds
• Maintains service level standards and response times

What We Offer:

• Opportunities for professional development & career advancement.
• Private Health Insurance
• Employee Assistance Program
• Corporate mobile phone subscription
• Discount on the products of our company
• Bonus scheme