Online Manager - Store Pick Operations

About the Role

We're looking for a dynamic, analytical Online Manager to join our Morrisons Store Pick operational team on a fixed term contract (up to 12 months).

In this pivotal role, you'll own the strategy and execution for improving our Morrisons Online Net Promoter Score (NPS) and leading our end-to-end customer complaints improvement plan.

You'll be responsible for transforming customer feedback into concrete operational actions, identifying friction points across our customer journey and implementing robust root-cause solutions. Leveraging data insights, sentiment analysis, and cross-functional partnerships, you will reduce complaint volumes, optimise customer experience and drive continuous improvement to deliver an exceptional online customer experience.

What You'll Do As an Online Manager - Operations, you'll:

• Own, track, and drive the Morrisons.com Online NPS target, elevating customer satisfaction across all online touchpoints.
• Develop, implement, and govern the end-to-end customer complaints action plan, systematically targeting and reducing major complaint drivers.
• Analyse customer data, survey feedback, and complaint verbatim to identify operational root causes across order picking, substitutions, and delivery execution.
• Collaborate with Ocado to enhance feature releases and software functionality for the underlying Store Pick technology, fostering ongoing operational improvement.
• Track and hit key customer sentiment targets, including NPS growth, reduced
• Report actionable insights and operational performance directly to leadership to inform broader commercial and strategic decisions.

About You You'll be an experienced customer operations, customer experience, or online operations with a strong analytical mindset and a proven track record of driving customer metric improvements with a passion for reducing customer churn in fast-paced retail environments.

You'll have:

• Proven experience in managing customer sentiment metrics (NPS, CSAT), complaints frameworks, and customer journey optimisations.
• Exceptional analytical skills, with proficiency in interpreting complex customer data, feedback trends, and operational metrics
• A tenacious approach to your work, with a self starter mindset and an ability to work in an adaptive and dynamic environment.
• Strong project management capabilities with the ability to lead operational efficiency and service recovery initiatives under pressure.
• Excellent communication, listening, and influencing skills, with the confidence to challenge cross-functional teams and advocate for the customer experience at all levels.

In return for all your hard work, you will receive:

15% discount in store from the day you join us

Additional 10% discount card for a friend or family member

Annual bonus scheme

Career progression and development opportunities

Generous holiday entitlement

Market leading pension scheme and life assurance

Healthcare benefits including Aviva Digital GP

'MyPerks' giving you discount with over 850 retailers

Free parking onsite

Enhanced Family, Maternity and Paternity Leave

Private Healthcare

Car Allowance (company car provided in some instances)

Alive with activity, our modern Head Office is home to our corporate teams that make sure everything runs smoothly. Here, you'll find comfy breakout areas, a coffee shop, Morrisons Daily and a subsidised restaurant. We are within commuting distance of Leeds, Manchester and the Yorkshire Dales - and we even have free parking!

At our Head Office you will expect to find supplier showcases, charity fundraising and celebrations all year round for the events that mean the most to our colleagues.

There's more to our business as it's fast paced and ever changing, as such we've got lots of fresh opportunities for you to play your part in our success. We'd love to meet you!

At Morrisons, we're proud to be building a team that reflects the diversity of the communities we serve. We want every colleague to feel respected, supported and able to be themselves at work. Different voices, experiences and ways of thinking help us grow and improve and that's good for our customers too.

We're always looking for people from all walks of life to join us and bring their talents to our team. Together, we can build a workplace where everyone has the chance to thrive, make a difference and belong.