SUMMARY

Job Reference: 253573BR
Nottingham Support Office
Fixed Term
37.5 Hours

About you:

• We are looking for someone who is passionate about customers, has an eye for detail and a pragmatic approach with operational experience and an understanding and exposure to digital systems.
• Experience in leading / line managing teams and able to develop talent & manage performance in a fast passed, high pressured environment.
• Embraces and advocates change, using experience to help plan the future and have the personal strength and confidence to ride the highs and lows of a dynamic online business.
• Experienced and confident stakeholder manager across multiple teams/levels and third parties, holding to account & escalating when required, not shying away from challenges and able to call out when things are ahead or off track & manage expectations.
• Flexible & available to work out of hours, early mornings, late evenings and provide escalation support where required

THE ROLE

The Digital Services Team are responsible for leading a wide range of operational & business processes across our UK and ROI digital platforms, ensuring that they operate effectively, deliver value and always enhance the customer experience.
We have a new opportunity to join our team and learn skills across our two main areas; Digital Product Setup and Digital Promotions & Events. The Digital Services Assistant Manager role has a focus on coaching a team of assistants, leading some of the core processes & projects and be part of making our product, promotional & customer strategy come to fruition.

About the opportunity:

• Coach and develop a team of experts to accurately & consistently create, schedule & publish all products or promotions appearing across the web, App and in store ordering selling channels. Applying the best data-led execution according to latest AB tests, customer feedback, Ux/Ui strategy & market insight via tools & partner teams.
• Manage the technical development & improvement agenda for the team, helping our ways of working to be simpler, increase accuracy, efficiency, customer experience & conversion.
• Develop appropriate reporting & analysis to maintain & improve our product & promotional data and find gaps or opportunities to increase conversion & customer engagement.
• Support the team through effective workload planning to help react to varying priorities and ensure all projects, tasks and adhoc initiatives are achieved to deadline and stakeholders effectively managed. This while supporting wider requirements in the Digital Services teams on other site/system incidents or programs so support may not be fixed to one team.
• Work collaboratively after building strong relationships across the departments with pace and supporting teams to find solutions to do the same.
• Developing knowledge about the wider Digital Services & Operations team to therefore support other customer or team impacting issues & appreciation of the total online order & order journey.

The role will also be required to support various Project Leads as an application subject matter expert (SME).
The leads will span across Transformation, Technical & Change teams and therefore you will need to be able to communicate effectively, help in any testing and ensure that accuracy & consistency is the key driver in any decisions made which impacts the customer or digital function. This may require attendance in multiple workshops with the technical and process teams at the beginning or half way through a new program, so existing knowledge is highly preferable, but key element is to add value & support the project team deliver as best they can.

About you:

• We are looking for someone who is passionate about customers, has an eye for detail and a pragmatic approach with operational experience and an understanding and exposure to digital systems.
• Experience in leading / line managing teams and able to develop talent & manage performance in a fast passed, high pressured environment.
• Embraces and advocates change, using experience to help plan the future and have the personal strength and confidence to ride the highs and lows of a dynamic online business.
• Experienced and confident stakeholder manager across multiple teams/levels and third parties, holding to account & escalating when required, not shying away from challenges and able to call out when things are ahead or off track & manage expectations.
• Flexible & available to work out of hours, early mornings, late evenings and provide escalation support where required.

Depending on the area/project, the role will lead a team of shift-based assistants who will flexibly support effective daily sign off for products, promotions & launches, so will need to match that flexibility to ensure the team are supported if required. This may include weekends, bank holidays and seasonal periods. With our website available for customers 24 hours a day, working times will vary at short notice and require some early mornings from 5am to ensure everything is accurate and signed off ahead of customer peak shopping periods, but this role will plan that for themselves and the team in advance.