At a Glance
- Tasks: Lead product improvements for customer support, enhancing experiences and operational efficiency.
- Company: Join M&S, a forward-thinking retailer committed to innovation and inclusivity.
- Benefits: Enjoy a 20% discount, competitive holidays, bonuses, and wellbeing support.
- Other info: Be part of a diverse team driving change in the retail industry.
- Why this job: Make a real impact on customer satisfaction while working in a dynamic environment.
- Qualifications: Experience in managing digital products and strong prioritisation skills.
The predicted salary is between 63000 - 77000 £ per year.
As a Product Manager within the Post Purchase and Customer Support team, you will be responsible for improving the experiences, tools and capabilities that support customers and colleagues across all customer support interactions. You will work closely with the Senior Product Manager for Customer Support to identify opportunities to improve customer satisfaction, reduce customer effort, increase operational efficiency and enhance the colleague experience. Working across customer journeys, colleague tooling, operational processes, automation capabilities and contact centre technologies, you will define and deliver product improvements that create measurable value for customers, colleagues and the business. You will partner with Engineering, Operations, Data & AI, Design and Service teams to shape product strategy, prioritise investment and deliver continuous improvement across the customer support experience.
What you'll do:
- Define and deliver the product roadmap, ensuring priorities align to customer, colleague and operational outcomes.
- Own and prioritise the product backlog, balancing business needs, customer value and product health.
- Partner with Customer Support, Engineering, Design and Delivery teams to identify problems and deliver effective solutions.
- Use customer, colleague and operational insight to drive product decisions, performance improvements and adoption.
- Identify opportunities to simplify support experiences through automation, self-service and technology innovation.
Who you are:
- You have experience managing digital, technology or operational products within an agile environment.
- You are confident prioritising backlogs and turning business and operational challenges into customer-focused outcomes.
- You use data, insight and performance measures to make decisions and drive continuous improvement.
- You build strong relationships across Product, Engineering, Operations and business teams, influencing stakeholders at all levels.
- You are customer-focused, commercially aware and comfortable working in a fast-paced environment with competing priorities.
What's in it for you?
Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We're inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing. Here are just a few of the benefits that make working here even more rewarding:
- 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you've completed your probation.
- Competitive holiday allowance with the option to buy more.
- Discretionary bonus schemes linked to your performance and ours.
- Strong pension and life assurance to help plan for the future.
- Tailored induction and training to support your development from day one.
- Exclusive perks and savings through our M&S Choices portal.
- Market-leading family policies, including parental, adoption and neonatal leave.
- 24/7 wellbeing support, including virtual GP access and mental health services.
- One paid volunteer day a year to support a cause that matters to you.
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.
Product Manager - Contact Centre in London employer: Marks & Spencer Group
Join M&S as a Customer Assistant in our Food section, where you'll be part of a dynamic team that values hard work and dedication. With a strong focus on employee growth and development, we offer a vibrant work culture that encourages collaboration and innovation. Located in Wolstanton, you will enjoy the benefits of working for one of the UK's fastest-growing retailers, with opportunities to enhance your skills and advance your career while delivering exceptional service to our valued customers.
StudySmarter Expert Advice🤫
We think this is how you could land Product Manager - Contact Centre in London
✨Join Product Management Meetups
Get involved in local product management meetups or workshops. These events are perfect for meeting industry folks, sharing ideas, and staying updated on trends. Plus, you never know who might be hiring—it's a fantastic way to make connections that could lead to a job at places like Marks & Spencer Group!
✨Show Off Your Product Sense
Create case studies or mini-projects showcasing your product management skills, and share them on platforms like Medium or LinkedIn. This not only puts your skills on display but also boosts your visibility in the product community. Imagine how impressed the hiring team at Marks & Spencer Group would be by your initiative!
✨Utilise Online Communities
Dive into online product management communities like Product Coalition or Mind the Product. Engage in discussions, ask questions, and share your insights. These platforms are goldmines for networking and finding hidden job opportunities—many companies often scout talent from within these circles.
✨Leverage Your University Network
If you’ve recently graduated or are still in uni, tap into your alumni network for connections in product management. Many universities have their own job boards and affinity resources to help graduates land roles. Don't forget to keep an eye out for job openings at Marks & Spencer Group through your school's career services!
We think you need these skills to ace Product Manager - Contact Centre in London
Some tips for your application 🫡
Show Off Your Product Passion:When applying for a product management role like Product Manager - Contact Centre, let your passion for developing products shine through in your cover letter. Share specific examples of products you've managed, how you solved user needs, and any successful outcomes you've achieved. This is your chance to showcase your understanding of the product lifecycle!
Highlight Your Cross-Functional Skills:Product management isn't just about understanding the product; it’s about collaborating with different teams! Make sure to emphasise your experience working with developers, designers, and marketers. Use your CV to showcase your ability to bridge gaps between these areas, and include relevant experiences that demonstrate your communication and leadership skills!
Include Your Metrics and Achievements:In a full-time product management application, data speaks volumes! Quantify your achievements wherever possible. Did you increase user retention by a certain percentage? Launch a product ahead of schedule? Include these metrics in your CV to paint a picture of your impact and effectiveness in previous roles.
Tailor Your CV to the Role:Make sure your CV is tailored for the Product Manager - Contact Centre position at Marks & Spencer Group. Use keywords from the job description and ensure your relevant experiences are front and centre. Highlight any certifications or relevant training you’ve completed that will make you stand out as a strong candidate for the role. And remember, we’re excited to see your application on our website!
How to prepare for a job interview at Marks & Spencer Group
✨Understand the Product Life Cycle
As a product management candidate, we need to get our head around the complete product life cycle. Be prepared to discuss real-world examples of how you’ve managed product development from ideation to launch. Bring specific insights on tools like JIRA or Trello that can help streamline these processes.
✨Showcase Your Cross-Functional Skills
Product management is all about collaboration. We should be ready to highlight how we’ve worked across teams—think marketing, engineering, and design. Prepare to discuss scenarios where you had to mediate differing opinions and how you got everyone on board with a shared vision.
✨Prepare for Case Studies
In a full-time role, we can expect to encounter case study questions during our interviews. Practise solving hypothetical product problems on the spot, such as prioritising features for a new app or improving user engagement metrics. This will show our analytical thinking and decision-making skills.
✨Know Your Metrics
Let’s face it, numbers are our best friends in product management. We should prepare to discuss key performance indicators (KPIs) and how we've used analytics to inform product decisions. Dive into examples where data has driven our strategy for improvements or justified product changes.
