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For Companies At a Glance
- Tasks: Shape customer insights and drive action through data analysis and reporting.
- Company: Join M&S, a leading retailer focused on quality and innovation.
- Benefits: Enjoy a 20% discount, competitive holidays, and wellbeing support.
- Why this job: Make a real impact on customer experience in a dynamic environment.
- Qualifications: Experience in customer experience analysis and data visualisation tools preferred.
- Other info: Be part of an inclusive team that values diversity and collaboration.
The predicted salary is between 28800 - 43200 £ per year.
As a Customer Experience Manager, you will play a key role in shaping how customer insight is captured, analysed, and used across the business. You will develop and evolve customer experience measurement frameworks, deliver high-quality insight reporting, and translate data into clear, compelling narratives that drive action. Working closely with internal teams, stores, and external partners, you will ensure customer insight is accurate, efficient, and impactful, supporting key initiatives, trials, and continuous improvement in the customer experience. The successful candidate will be required to work from our Chester Contact Centre three days per week.
What you’ll do
- Develop and enhance the Customer Experience measurement framework (e.g. Customer Voice, Mystery Shopping), using insight from multiple touchpoints to identify trends and address customer pain points.
- Deliver accurate, timely, and impactful customer insight reporting across the business, automating reports where possible to improve efficiency and consistency.
- Partner with the CX team to create clear, compelling narratives around customer themes that support stakeholder understanding and drive action.
- Manage third-party CX partners (e.g. Medallia, Shepper), ensuring measurements are fit for purpose, cost-effective, and provide actionable insight.
- Coordinate ad hoc insight requests and respond to store queries on CX measurement and reporting, supporting trials, trade events, and key initiatives through effective communication at scale.
Who you are
- You have an interest in, or experience within, customer experience and enjoy analysing data to generate actionable recommendations from customer feedback and survey insight.
- You are confident using data visualisation and analytics tools, with experience in Power BI, dashboard creation, and text analytics preferred.
- You communicate clearly and effectively, using tools such as Excel and PowerPoint to deliver engaging, insight‑led storytelling that supports decision‑making.
- You build strong working relationships across teams, acting as a customer advocate while managing and prioritising multiple stakeholder requests.
- You demonstrate strong attention to detail, can work under pressure, and consistently deliver accurate outputs within tight deadlines.
Stakeholders you will work with
- D&T Customer Experience Team
- CSC Business Intelligence Team
- Retail Analytics Team
- Store and Regional Managers
- Third-party partners (e.g. Medallia, Shepper)
- CSO teams, including Food Operations
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
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.
Customer Experience Manager - Chester Support Centre employer: Marks & Spencer Plc
Contact Detail:
Marks & Spencer Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager - Chester Support Centre
✨Tip Number 1
Network like a pro! Reach out to current employees at M&S on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Customer Experience Manager role.
✨Tip Number 2
Prepare for the interview by diving deep into customer experience trends. Familiarise yourself with tools like Power BI and think of examples where you've used data to drive action. We want to see your analytical skills in action!
✨Tip Number 3
Showcase your storytelling abilities! When discussing your past experiences, focus on how you translated data into compelling narratives that led to impactful decisions. This is key for the role, so make it shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Experience Manager - Chester Support Centre
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let us see your enthusiasm for customer experience! Share any relevant experiences or insights you've gained that demonstrate your understanding of what makes a great customer journey.
Be Data-Driven: Since this role involves analysing data, make sure to highlight your experience with data visualisation and analytics tools. Mention specific projects where you’ve turned data into actionable insights, as this will resonate with us.
Craft Compelling Narratives: We love a good story! Use your application to showcase how you've communicated complex information in a clear and engaging way. This could be through reports, presentations, or any other format that demonstrates your storytelling skills.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to the specific role at our Chester Support Centre. Highlight how your skills and experiences align with the job description, and don’t forget to apply through our website!
How to prepare for a job interview at Marks & Spencer Plc
✨Know Your Customer Experience Metrics
Before the interview, brush up on key customer experience metrics and frameworks like Customer Voice and Mystery Shopping. Be ready to discuss how you would enhance these frameworks using insights from various touchpoints to identify trends and tackle customer pain points.
✨Showcase Your Data Skills
Since this role involves a lot of data analysis, make sure to highlight your experience with data visualisation tools like Power BI. Prepare examples of how you've used analytics to create impactful reports or dashboards that drove action in previous roles.
✨Craft Compelling Narratives
Practice translating complex data into clear, engaging stories. Think about how you can present customer insights in a way that resonates with stakeholders. Use examples from your past work where your storytelling led to actionable outcomes.
✨Build Relationships and Communicate Effectively
This role requires strong collaboration with various teams. Be prepared to discuss how you've built relationships across departments and managed multiple stakeholder requests. Highlight your communication skills and give examples of how you've effectively supported initiatives through clear communication.
