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For Companies At a Glance
- Tasks: Enhance customer experience through data analysis and insightful reporting.
- Company: Join Marks & Spencer, a leader in retail innovation and inclusivity.
- Benefits: Enjoy a 20% discount, competitive holidays, and wellness support.
- Why this job: Make a real impact on customer satisfaction and drive meaningful change.
- Qualifications: Experience in customer experience analysis and data visualisation tools.
- Other info: Be part of a diverse team committed to making a difference.
The predicted salary is between 36000 - 60000 £ per year.
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: M&S
Contact Detail:
M&S Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager - Chester Support Centre
✨Tip Number 1
Get to know the company inside out! Research M&S and their customer experience initiatives. This will help you tailor your conversations and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your storytelling skills! When discussing your experience, use clear examples that highlight how you've tackled customer pain points and delivered actionable insights. We want to see how you can bring data to life!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral. Plus, it shows you're proactive!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the M&S team!
We think you need these skills to ace Customer Experience Manager - Chester Support Centre
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your experience with customer insights and data analysis, as well as any tools like Power BI that you’ve used. We want to see how your skills align with what we’re looking for!
Showcase Your Storytelling Skills: Since this role involves creating compelling narratives around customer themes, don’t forget to include examples of how you've effectively communicated insights in the past. Use clear and engaging language to demonstrate your ability to tell a story with data.
Be Detail-Oriented: Attention to detail is key in this role, so make sure your application is free from typos and errors. We appreciate candidates who can deliver accurate outputs, so take the time to proofread your documents before submitting them through our website.
Express Your Passion for Customer Experience: Let us know why you’re passionate about customer experience! Share any relevant experiences or insights that have shaped your interest in this field. We love candidates who are genuinely excited about making a difference in customer satisfaction.
How to prepare for a job interview at M&S
✨Know Your Customer Experience Metrics
Before the interview, brush up on key customer experience metrics and frameworks. Understand how tools like Customer Voice and Mystery Shopping work, and be ready to discuss how you would enhance these measurements based on insights from various touchpoints.
✨Showcase Your Data Skills
Be prepared to demonstrate your proficiency with data visualisation and analytics tools, especially Power BI. Bring examples of dashboards you've created or reports you've automated, and explain how these contributed to actionable insights in previous roles.
✨Craft Compelling Narratives
Practice telling engaging stories around customer themes. Think about how you can present data in a way that resonates with stakeholders. Use clear, concise language and consider using PowerPoint to illustrate your points during the interview.
✨Build Relationships and Communicate Effectively
Highlight your ability to build strong working relationships across teams. Prepare examples of how you've managed multiple stakeholder requests and communicated effectively under pressure. This will show your potential employer that you're a team player who can advocate for customers while balancing various needs.
