Operational Project Manager – Digital Transformation
Role Purpose
We are looking for an Operational Project Manager to join our Digital Transformation team and play a key role in delivering improvements across our Store Online operation.
This role is responsible for supporting and delivering operational change that improves productivity, reduces cost, enhances the customer experience, and simplifies processes for our Store colleagues. Working closely with Store Operations, Technology, Learning & Development, and external suppliers, the successful candidate will help identify opportunities, implement solutions, and ensure changes are successfully embedded into day-to-day operations.
The role requires a strong understanding of retail operations, excellent problem-solving skills, attention to detail, and the ability to communicate effectively with colleagues at all levels of the business.
About the Team
The Digital Transformation team is responsible for supporting and improving all operational processes associated with the Store Online business, including:
- Online picking operations
- Store systems and technology
- Driver and picker training
- Operational process design and optimisation
- Trial and implementation of new technologies and ways of working
- Performance and productivity improvement initiatives
Our mission is simple:
Reduce the cost of operating our online business, improve customer service, and make life easier for our Store colleagues.
Key Responsibilities
- Lead and support operational improvement projects across the online fulfilment operation.
- Identify opportunities to improve productivity, reduce costs, and simplify processes.
- Work closely with Stores to understand operational challenges and develop practical solutions.
- Analyse operational data and KPIs to identify trends, issues, and opportunities.
- Support the implementation of new systems, technologies, and ways of working.
- Develop and maintain project plans, documentation, risk logs, and governance updates.
- Facilitate workshops, trials, and pilot activities with operational teams.
- Monitor project outcomes and ensure benefits are delivered and sustained.
- Create clear communication materials for stakeholders at all levels of the business.
- Build strong relationships with Store teams, operational leaders, technology teams, and third-party partners.
- Support training and change management activities to ensure successful adoption of new processes.
Skills and Experience
Essential
- Experience within a retail or operational environment.
- Strong project management and organisational skills.
- Excellent attention to detail.
- Strong analytical and problem-solving abilities.
- Ability to communicate confidently with colleagues at all levels, from Store teams to senior leadership.
- Experience managing multiple priorities in a fast-paced environment.
- Strong stakeholder management and influencing skills.
- Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, Word and Teams.
- Ability to present information clearly and concisely.
Desirable
- Experience within online retail, e-commerce, fulfilment, logistics, or Store Operations.
- Experience delivering operational change or transformation projects.
- Knowledge of continuous improvement methodologies.
- Experience using data visualisation and reporting tools such as Power BI.
- Formal project management qualification (PRINCE2, APM, Agile, etc.).
What Success Looks Like
- Operational improvements are delivered safely, on time, and to a high standard.
- Productivity improvements and cost savings are realised through successful project delivery.
- Customer experience measures improve as a result of process enhancements.
- New processes and technologies are adopted effectively by Store colleagues.
- Stakeholders have confidence in project delivery, communication, and governance.
- The role contributes to making our online operation simpler, more efficient, and more sustainable for future growth.
Personal Attributes
The ideal candidate will be:
- Naturally curious and always looking for better ways of working.
- Data-driven but operationally minded.
- Resilient and comfortable working in a changing environment.
- Collaborative and approachable.
- Highly organised with strong attention to detail.
- A proactive problem solver who takes ownership and drives outcomes.
Passionate about delivering improvements that benefit both customers and colleagues
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