At a Glance
- Tasks: Lead transformative tech programmes to enhance customer and colleague experiences at M&S.
- Company: Join M&S, a forward-thinking retailer revolutionising customer service through technology.
- Benefits: Enjoy discounts, competitive holidays, bonuses, and extensive wellbeing support.
- Other info: Be part of a diverse team committed to inclusivity and positive change.
- Why this job: Make a real impact in a dynamic environment focused on innovation and customer satisfaction.
- Qualifications: Experience in leading complex transformation projects in customer-focused settings.
The predicted salary is between 67500 - 82500 £ per year.
At M&S, we're transforming how we serve customers through technology, automation and AI-enabled experiences.
As Lead Customer Service Transformation Manager, you will lead the strategic transformation and technology programme for the M&S Customer Contact Centre, shaping and delivering a future-ready operating model that improves customer experience, colleague experience and operational performance.
Working across Customer Services, Customer Experience, Technology and third-party partners, you will bring structure, governance and pace to complex change programmes, ensuring new capabilities are implemented in a controlled, customer-led and commercially focused way across both in-house and outsourced operations.
While this role can be based in either London or Manchester, you'll work closely with teams across the business and should be comfortable travelling regularly to other Support Centre locations as required.
What You Will Do
- Lead the end-to-end delivery of strategic transformation and technology programmes across the Customer Contact Centre, ensuring robust governance, clear delivery plans, milestones, risks and benefit realisation.
- Shape and embed future-ready, customer-led and digitally enabled ways of working that improve customer, colleague and operational outcomes across in-house and partner operations.
- Partner with Technology, Customer Experience, Operations and third-party suppliers to deliver new systems, automation, AI-enabled tools and digital capabilities that improve service performance.
- Translate strategic priorities into programme roadmaps, business cases, delivery plans and executive-ready updates that support informed decision-making and investment choices.
- Manage programme governance, dependencies, risks and issues, proactively identifying and resolving barriers whilst maintaining pace, alignment and delivery focus.
- Use customer feedback, operational insight and performance data to measure outcomes, identify improvement opportunities and ensure transformation benefits are sustainable and measurable.
- Who You Will Be
- A strategic transformation leader with experience delivering complex technology, digital or operational change programmes within customer-focused environments.
- Customer-obsessed and passionate about using technology, automation, AI and continuous improvement to make services simpler, faster and more human.
- A confident communicator who can translate complex technical detail, data and challenges into clear recommendations and actions for senior stakeholders.
- An influential stakeholder manager who creates alignment across cross-functional teams, suppliers and business leaders whilst balancing competing priorities.
- Highly organised, resilient and comfortable operating at pace in evolving and ambiguous environments where priorities can shift quickly.
- A commercially minded problem solver with a relentless focus on delivering measurable customer, colleague and business benefits.
- What You Will Bring
- Proven experience leading complex transformation, technology or digital change programmes within customer service, contact centre, retail or operational environments.
- Strong programme management expertise, including governance, planning, dependency management, risk management, reporting and benefit realisation.
- Good understanding of contact centre operations, customer journeys, service performance measures and the role technology plays in improving customer and colleague experiences.
- Experience working with technology teams, product owners, operational leaders and third-party suppliers to deliver new systems, automation and AI-enabled capabilities.
- Strong analytical, stakeholder management and influencing skills, with the ability to use data and insight to inform decisions, drive continuous improvement and build alignment.
- Experience leading business readiness and change management activity, ensuring successful adoption and long-term sustainability of transformation outcomes.
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 our 24/7 Virtual GP and PAM Assist for you and your family.
- A charity volunteer day to support a 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.
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Program Manager in City of Westminster employer: Marks & Spencer Plc
Marks & Spencer Plc is an excellent employer, offering a vibrant work culture that fosters innovation and collaboration in the heart of Salford. Employees benefit from a competitive package, extensive professional development opportunities, and the chance to lead cutting-edge HR technology initiatives, making it a rewarding place for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Program Manager in City of Westminster
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Program Manager at Marks & Spencer Plc!
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Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Program Manager role at Marks & Spencer Plc!
We think you need these skills to ace Program Manager in City of Westminster
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Marks & Spencer Plc. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Marks & Spencer Plc
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
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Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Marks & Spencer Plc. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
