Marks & Spencer
Lead Customer Proposition Manager
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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, escalate, 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.
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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
Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever-evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever, and however they want to shop with us.
- 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 maximize 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.
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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. Are you ready for it? Take Your Marks and apply today.
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