Digital Retail Operations Manager – Online Returns

Team

Support Functions

Store

London Support Office

Location

London, Greater London

Contract type

Permanent

Position type

Full Time

Salary

Competitive + Benefits

Closing date: 12th July 2026

Intro

About the role

Meet the Team

People Stories

Make Your Mark

Colleague Networks

Benefits

How to Apply

How We Hire

Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves.

About the role

This section tells you all you need to know about the position and its responsibilities, outlining everything we hope to see in a successful candidate.

Summary

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.

All the details

What you'll do

Your key accountabilities will include:

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 workstreams

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

Who you'll be:

Your skills and experience will include:

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

What you will bring:

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 workstreams

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

What’s in it for you:

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 dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.

Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.

Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.

Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.

A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

Everyone’s welcome

We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

Lead with purpose. Own the outcomes. Raise the bar. This is your store. And your chance to shape the future of M&S. Are you ready for it? Take Your Marks and apply today.

Lead with purpose. Own the outcomes. Raise the bar. This is your store. And your chance to shape the future of M&S. Are you ready for it? Take Your Marks and apply today.

Meet the Team

Being an in-person business

We're at our best when we're close to customers, and for many of us at M&S, that means working in store every day.

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. It also means we can solve problems as soon as they arise, learn and grow as a team, build trust, and get closer to our colleagues.

Jodie

Tom

Jodie

Tom

Jodie

Tom

It takes time to turn around a business as big as M&S: you can’t just instantly pivot from managed decline to sustainable growth. But we’ve done the hard yards, there really is a momentum now and it’s not just a few green shoots of recovery. We’re clear about our strategy, our growth is strong and we’re so confident about the future. It’s great to be part of this.

Jodie (She / Her) | Head of Finance Read full story

Our ‘Closer to Customers’ programme means we all get to work in a store for seven days every year. We see how our customers experience M&S and we can appreciate the challenges our colleagues face in store. It’s all part of a determination to listen, to understand and to change things for the better.

Tom (He / Him) | Employee Experience & Engagement Lead Read full story

It takes time to turn around a business as big as M&S: you can’t just instantly pivot from managed decline to sustainable growth. But we’ve done the hard yards, there really is a momentum now and it’s not just a few green shoots of recovery. We’re clear about our strategy, our growth is strong and we’re so confident about the future. It’s great to be part of this.

Jodie (She / Her) | Head of Finance Read full story

Our ‘Closer to Customers’ programme means we all get to work in a store for seven days every year. We see how our customers experience M&S and we can appreciate the challenges our colleagues face in store. It’s all part of a determination to listen, to understand and to change things for the better.

Tom (He / Him) | Employee Experience & Engagement Lead Read full story

It takes time to turn around a business as big as M&S: you can’t just instantly pivot from managed decline to sustainable growth. But we’ve done the hard yards, there really is a momentum now and it’s not just a few green shoots of recovery. We’re clear about our strategy, our growth is strong and we’re so confident about the future. It’s great to be part of this.

Jodie (She / Her) | Head of Finance Read full story

Our ‘Closer to Customers’ programme means we all get to work in a store for seven days every year. We see how our customers experience M&S and we can appreciate the challenges our colleagues face in store. It’s all part of a determination to listen, to understand and to change things for the better.

Tom (He / Him) | Employee Experience & Engagement Lead Read full story

End of quote slider carousel

Make Your Mark

Opportunities to be heard

Your voice and your ideas matter here. Our 8 colleague networks are places to find support, listen to each other and encourage debate. You can pitch ideas ‘Straight to Stuart’, our CEO, or get involved in our BIG (Business involvement Group).

Experience the business

You’ll spend 7 days each year helping in store and getting closer to our customers. We also organise Insight Days, so you can learn more about specific business units, like Foods.

Colleague Networks

We want you to feel supported, no matter what.

Menopause Network

Initiating and encouraging open conversations about menopause by offering support and sharing experiences.

Gender Equality Network

Addressing gender-related challenges, raising awareness, and driving action to ensure equal opportunities for all.

Forces Community Network

Supporting colleagues connected to the Armed Forces, aiding their transition to civilian life, and ensuring that they thrive in the workplace.

Cancer Network

Fostering a supportive and inclusive workplace culture, addressing stigma, providing guidance and raising awareness to empower and assist colleagues affected by cancer.

Health and Wellbeing Network

Providing a safe space for colleagues with all types of health conditions or disabilities and supporting with business initiatives to ensure our stores are truly accessible for our customers.

Culture and Heritage Network

Raising awareness of various religions and cultures through events and comms, to educate others and better represent our M&S colleagues and customers.

Family & Carers Network

A support network for parents and carers, offering a space for colleagues to share experiences, exchange ideas, and access useful resources.

LGBTQ+ Network

Proactively representing LGBTQ+ issues and opportunities to deliver a truly inclusive place to work and shop for our colleagues and customers.

Menopause Network

Initiating and encouraging open conversations about menopause by offering support and sharing experiences.

Gender Equality Network

Addressing gender-related challenges, raising awareness, and driving action to ensure equal opportunities for all.

Forces Community Network

Supporting colleagues connected to the Armed Forces, aiding their transition to civilian life, and ensuring that they thrive in the workplace.

Cancer Network

Fostering a supportive and inclusive workplace culture, addressing stigma, providing guidance and raising awareness to empower and assist colleagues affected by cancer.

Health and Wellbeing Network

Providing a safe space for colleagues with all types of health conditions or disabilities and supporting with business initiatives to ensure our stores are truly accessible for our customers.

Culture and Heritage Network

Raising awareness of various religions and cultures through events and comms, to educate others and better represent our M&S colleagues and customers.

Family & Carers Network

A support network for parents and carers, offering a space for colleagues to share experiences, exchange ideas, and access useful resources.

LGBTQ+ Network

Proactively representing LGBTQ+ issues and opportunities to deliver a truly inclusive place to work and shop for our colleagues and customers.

Menopause Network

Initiating and encouraging open conversations about menopause by offering support and sharing experiences.

Gender Equality Network

Addressing gender-related challenges, raising awareness, and driving action to ensure equal opportunities for all.

Forces Community Network

Supporting colleagues connected to the Armed Forces, aiding their transition to civilian life, and ensuring that they thrive in the workplace.

Cancer Network

Fostering a supportive and inclusive workplace culture, addressing stigma, providing guidance and raising awareness to empower and assist colleagues affected by cancer.

Health and Wellbeing Network

Providing a safe space for colleagues with all types of health conditions or disabilities and supporting with business initiatives to ensure our stores are truly accessible for our customers.

Culture and Heritage Network

Raising awareness of various religions and cultures through events and comms, to educate others and better represent our M&S colleagues and customers.

Family & Carers Network

A support network for parents and carers, offering a space for colleagues to share experiences, exchange ideas, and access useful resources.

LGBTQ+ Network

Proactively representing LGBTQ+ issues and opportunities to deliver a truly inclusive place to work and shop for our colleagues and customers.

End of slider Colleague Networks carousel

Benefits

Wellbeing hub

Get access to resources to support your wellbeing, including a free virtual GP service.

Giving back

Support your favourite charities by donating through your pay or even volunteering for them.

Pay

Earn a competitive salary.

Colleague discount

After completing your probation period, you'll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.

Please note only contracts of more than 12 weeks are eligible for this benefit.

Time off

Competitive holiday entitlement with the potential to buy extra holiday days.

Bonus

We have discretionary bonus schemes depending on your role and our business performance.

Life assurance

Get cover for twice your salary up to age 70 (double with our Pension Plan).

Workplace savings

We’ll help you save through our Pension Savings Plan, Share Buy and Sharesave schemes.

My Choices

Save on everyday costs through discounts and offers and get access to great health benefits.

Cycle to work

Bike/accessory hire with Cycle to Work and save on tax and national insurance.

Smart tech

Buy the latest technology with interest-free financing directly from your salary.

Family friendly policy

Industry-leading maternity, paternity, adoption and neo-natal policies, providing support and flexibility for you and your family.

Wellbeing hub

Wellbeing hub

Get access to resources to support your wellbeing, including a free virtual GP service.

Giving back

Giving back

Support your favourite charities by donating through your pay or even volunteering for them.

Pay

Pay

Earn a competitive salary.

Colleague discount

Colleague discount

After completing your probation period, you'll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.

Please note only contracts of more than 12 weeks are eligible for this benefit.

Time off

Time off

Competitive holiday entitlement with the potential to buy extra holiday days.

Bonus

Bonus

We have discretionary bonus schemes depending on your role and our business performance.

Life assurance

Life assurance

Get cover for twice your salary up to age 70 (double with our Pension Plan).

Workplace savings

Workplace savings

We’ll help you save through our Pension Savings Plan, Share Buy and Sharesave schemes.

My Choices

My Choices

Save on everyday costs through discounts and offers and get access to great health benefits.

Cycle to work

Cycle to work

Bike/accessory hire with Cycle to Work and save on tax and national insurance.

Smart tech

Smart tech

Buy the latest technology with interest-free financing directly from your salary.

Family friendly policy

Family friendly policy

Industry-leading maternity, paternity, adoption and neo-natal policies, providing support and flexibility for you and your family.

Wellbeing hub

Giving back

Pay

Colleague discount

Time off

Bonus

Life assurance

Workplace savings

My Choices

Cycle to work

Smart tech

Family friendly policy

How to Apply

Here’s what to expect at each stage of the application process. This can change depending on the role you’ve applied to. If you need any reasonable adjustments made at any stage, let us know and we can help.

Send us your application

Fill in our short application form and hit submit.

Online assessment

Depending on the role, you may be invited to take part in an online assessment. Should you be invited to an online assessment your Talent Acquisition Partner will be more than happy to support you with any questions.

Interview

We'll invite you to join us for an interview. This could be remote or in person. Here, we'll ask you some role based technical questions and examine the behaviours we're looking for.

Decision

After we’ve decided, we’ll be in touch. If you’ve been successful, we’ll officially invite you to join the team and let you know the next steps.