At a Glance
- Tasks: Lead the design and delivery of innovative customer experiences across M&S stores.
- Company: Join M&S, a forward-thinking retailer transforming the shopping experience.
- Benefits: Enjoy a 20% discount, competitive holidays, and a supportive work environment.
- Other info: Be part of a diverse team committed to innovation and inclusivity.
- Why this job: Shape the future of retail and make a real impact on customer experiences.
- Qualifications: Experience in retail transformation and strong stakeholder management skills.
The predicted salary is between 72000 - 88000 £ per year.
All the details
At M&S, we're transforming how customers experience our stores.
As Lead Customer Proposition Manager, you will be accountable for how digital customer experience transformation is physically delivered across our store estate.
Leading the design and delivery of end-to-end customer experience propositions across Fashion, Home & Beauty and Foods, you will translate strategy into scalable, technology-enabled solutions that improve customer experience, simplify colleague processes and deliver measurable commercial outcomes.
From concept through to pilot, evaluation and scale, you will ensure propositions are operationally viable and ready to land successfully across our stores.
What You Will Do
- Lead the design and delivery of large-scale, end-to-end in-store customer experience propositions, including checkout, fitting rooms, assisted selling and returns, using customer insight, market benchmarking and technology-enabled solutions.
- Translate customer, operational and commercial requirements into clear propositions, quantified business cases and transformation programmes that deliver measurable impact.
- Lead cross-functional transformation initiatives from concept through to implementation and scale, driving alignment across Store Operations, Digital & Technology, Retail, Property and external partners.
- Shape and oversee pilot programmes, validating propositions, assessing operational feasibility and leading go/no-go/scale recommendations for senior stakeholders.
- Define success measures and performance frameworks, using customer, operational and financial data to evaluate performance, support investment decisions and drive continuous improvement.
- Identify, elevate and resolve risks that impact customer experience, operational delivery or scalability, ensuring propositions can be successfully implemented across live stores.
- Represent Customer Experience in governance forums, influencing and challenging stakeholders whilst identifying opportunities to improve in-store experiences through technology, innovation, competitor insight and best practice.
- Who You Will Be
- An end-to-end proposition leader with the ability to take ideas from concept through to delivery, evaluation and scale.
- Experienced in leading complex, cross-functional retail transformation programmes and influencing across multiple stakeholder groups.
- Customer-focused and commercially minded, able to balance customer experience, operational feasibility and business performance.
- A confident communicator who can influence senior stakeholders, present clear recommendations and tailor messages for different audiences.
- A strong problem solver who thrives in fast-moving and ambiguous environments, finding practical solutions to complex challenges.
- Data-driven in your decision making, using insight and evidence to shape recommendations and support investment cases.
- Curious, innovative and passionate about continuously improving the customer and colleague experience.
- What You Will Bring
- Proven experience leading customer proposition, store transformation, customer experience or operational change programmes within a retail environment.
- Strong commercial acumen, including experience developing business cases, evaluating investment opportunities and measuring proposition performance.
- Experience using customer, operational and financial data to inform decisions, evaluate outcomes and drive continuous improvement.
- Strong stakeholder management and influencing skills, with the ability to build alignment across Retail, Digital & Technology, Property, Finance and external partners.
- Excellent communication, project leadership and programme delivery skills, with the ability to manage complex initiatives from concept through to implementation.
- Good understanding of retail store operations and the role technology plays in improving customer, colleague and commercial outcomes.
- A track record of identifying innovative solutions, leveraging insight and best practice to deliver measurable improvements in customer experience and operational performance.
What’s in it for you
- 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.
#J-18808-Ljbffr
Lead Customer Proposition Manager in London employer: Marks and Spencer
Marks and Spencer is an exceptional employer that fosters a culture of innovation and collaboration, particularly within the Corporate HR technology team. Employees benefit from a supportive environment that prioritises professional growth and development, alongside competitive remuneration and benefits. Working in a dynamic location, you will have the opportunity to lead impactful projects that enhance the colleague experience throughout their journey with the company.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Proposition Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Marks and Spencer. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Marks and Spencer before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Lead Customer Proposition Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Marks and Spencer:Your cover letter is your chance to shine! Tell us why you want to work at Marks and Spencer specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Marks and Spencer!
How to prepare for a job interview at Marks and Spencer
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
