Digital Channel Assistant

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

Education and Work Experience

• Bachelor's degree in business or related field. Relevant certifications or additional coursework in ecommerce, is a plus.

• Excellent command of the English language

• 1 year of relevant working experience, ideally in e-commerce would be considered an asset

• Excellent knowledge of MS Office

• eSAP would be considered an asset

Key Skills

·       Utilize analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points

·       Understanding of ecommerce best practices, data analysis, and ability to collaborate cross-functionally with different teams

·       Strong problem-solving skills and result oriented

·       Strong coordination skills

·       Business/Store Operations understanding

·       Planning, prioritizing and organization skills

·       Attention to detail and ability to multitask in a fast-paced environment

·       Self-motivation and proactiveness in identifying opportunities for improvement and driving ecommerce growth

·       Able to work independently and adhere to deadlines

·       Good interpersonal and communication skills

·       Highly adaptable in fast paced environments, must be able to think and act quickly with changing demands