Summary

This assistant operations manager role focuses on online customer communications and customer service operations at Marks & Spencer. It is a 12-month fixed-term contract involving customer self-service content, incident communications and operational insight; no work arrangement is specified.

Responsibilities

• Set the direction for online customer communications
• Manage FAQs and help pages through Yext
• Deliver timely communications for customer-impacting incidents
• Analyse contact data to identify themes and measure impact
• Work with Chennai teams to address contact root causes
• Lead operational calls and track decisions and actions
• Coordinate responses to emerging online operations issues