Senior Digital Operations Manager
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Employer: AK & HA Food Traders T/A First Choice Ltd Location: Bury, Greater Manchester / Hybrid (Head Office + Stores) Salary: Competitive Salary Contract: Full-Time, Permanent |
Full Job Description:
Company Overview
AK & HA Food Traders T/A First Choice Ltd is a well-established UK retail business specialising in high-quality groceries and culturally diverse food products. The company is undergoing a strategic digital transformation, expanding its e-commerce, online fulfilment, and data-driven operations to scale nationally and internationally. First Choice combines physical retail outlets with advanced online ordering platforms, last-mile delivery, and digital customer engagement channels to serve a diverse customer base.
Role Summary
We are seeking a Senior Digital Operations Manager to lead online business growth, digital transformation, and multi-channel operational performance. The role focuses on scaling e-commerce operations, optimising digital fulfilment, integrating technology platforms, and driving data-led decision-making across the business.
This is a strategic transformation role combining commercial insight, operational leadership, and hands-on ownership of e-commerce operations, suitable for a candidate experienced in online retail, digital marketplaces, omnichannel fulfilment, and growth-focused operations management. This role has full accountability for the company’s online operations, digital fulfilment and technology-enabled growth strategies.
Key Responsibilities
E-Commerce & Digital Strategy Leadership
· Own and execute the operational strategy for the company’s e-commerce and online sales channels.
· Drive digital transformation initiatives to support scalable online growth, automation, and platform integration.
· Translate commercial growth objectives into robust digital and operational delivery plans.
Online Performance, Growth & KPI Management
· Establish and manage KPIs specific to e-commerce performance, including conversion rates, basket value, fulfilment speed, customer acquisition cost, and retention metrics.
· Use analytics and dashboards to monitor online sales performance, customer behaviour, and operational efficiency.
· Implement continuous optimisation initiatives based on data insights.
Digital Process & Systems Optimisation
· Lead the implementation and optimisation of e-commerce platforms, ERP systems, inventory management software, and order-management systems (OMS).
· Streamline end-to-end online order journeys, from digital storefront through fulfilment and delivery.
· Reduce manual processes through automation, workflow redesign, and system integration.
Fulfilment, Logistics & Operations Management
· Oversee online fulfilment operations, including picking, packing, dispatch, and last-mile delivery partners.
· Optimise inventory allocation between stores and online channels to maximise availability and margin.
· Ensure service-level agreements (SLAs) for online customers are consistently met or exceeded.
Commercial & Financial Management
· Own the operational cost base for e-commerce and digital operations, including fulfilment costs, technology spend, and third-party platforms.
· Partner with finance and commercial teams to improve online margins, cost-to-serve, and profitability.
· Develop business cases for digital investment and growth initiatives.
Team Leadership & Digital Capability Building
· Build, lead, and upskill teams responsible for e-commerce operations, digital fulfilment, and customer experience.
· Embed a performance-driven, digitally capable culture across operations.
· Lead change management initiatives linked to digital adoption and new ways of working.
Customer Experience & Digital Quality Assurance
· Own the end-to-end online customer experience, ensuring seamless, reliable, and high-quality service delivery.
· Implement digital quality controls, customer feedback loops, and service improvement programmes.
· Work closely with marketing and customer service to improve online engagement and retention.
Risk, Compliance & Data Governance
· Ensure digital and e-commerce operations comply with UK regulatory requirements, data protection (GDPR), payment security, and consumer law.
· Identify and mitigate operational and cyber-related risks within digital operations.
Person Specification
Qualifications
Degree or equivalent in Business, Operations, E-Commerce, Digital Transformation, or Technology-related discipline.
Experience
Minimum 7+ years experience in operations management, ideally within retail, e-commerce, digital platforms, logistic or technology-enabled businesses.
Proven track record of managing change, optimising multi-channel operations, and improving performance metrics.
Skills & Competencies
· Strong commercial understanding of e-commerce economics, online margins, and cost-to-serve models.
· Advanced data and analytical capability, with experience using digital performance dashboards and BI tools.
· Proven leadership in technology-enabled change and transformation programmes.
· Excellent stakeholder management across technology, marketing, logistics, and senior leadership teams.
· Strategic thinker with the ability to execute at operational level.
Why Join First Choice Stores?
Competitive salary and benefits aligned with UK retail leadership roles.
Opportunity to shape and professionalise operations in a growth-oriented regional business.
Collaborative environment that values innovation and continuous improvement.
Key Deliverables in First 12 Months
1. Successful optimisation or relaunch of e-commerce and online fulfilment operations.
2. Measurable growth in online revenue, conversion rates, and customer satisfaction.
3. Implementation of integrated digital systems reducing manual intervention and errors.
4. Clear reduction in fulfilment costs and improvement in delivery performance.
