What’s in it for you

Being a part of M&S is exactly that – becoming a part and playing your part. We’re an inclusive, dynamic, exciting, and always evolving business built on core values.  

Here are some of the benefits we offer that make working for M&S just that little bit more special… 

• 20% Colleague discount on most things from furniture, fashion and food. 
• A first-class welcome to M&S with a tailored induction and a wide range of training schemes to help with your learning and development. Having options to progress is something we’re proud of at M&S. 
• Attractive annual bonus, based on company performance and personal objectives. 
• Competitive holiday entitlement with the potential to buy extra holiday days! 
• Amazing perks and discounts via our M&S Choices website. Including GymSave – that offers up to 25% off Gym Memberships and the option to become an M&S Shareholder using our ShareSave & ShareBuy Schemes 
• Charity Volunteer Day – A paid day away from work to support your chosen charity. 
• A very generous Defined Contribution Pension Scheme and Life Assurance 
• Every colleague at M&S has access to a fantastic range of wellbeing support – this includes access to our 24/7 Virtual GP, PAM Assist to support you & your family as well as many other schemes 
• Family friendly policies to support life’s most important milestones including parental leave, neo-natal

As the Customer Experience Project Manager, you will support the 3PB Senior Project Manager to deliver the 3rd Party Brands’ Customer Experience strategy by supporting on defining and delivering customer experience projects. 

As a Project Manager you will be responsible for end-to-end project delivery from problem identification to the central coordination and monitoring of progress to support the delivery of the defined outcomes within specific projects under the umbrella of Customer Experience.

What you’ll do 

Your key accountabilities will include  

• To own project development and plans to execute customer experience improvement projects for third party brands on .com. This role will focus on, but is not limited to:
  • Developing an end-to-end diagnosis of customer experience defects within the third party brands product lifecycle and across all customer journeys based on data indicators. Identifying levers to improve and/or identifying and executing on missing processes that need to defined and implemented. Known defects include but are not limited to: buyability, attributions, 3PB exposure in core customer journeys, PDP improvements; building on the existing walk the site process with a view to off-shore or automate
  • Define the way we as a 3PB team interact with and ingest data from the CIU team. Including but not limited to: ensuring data received is relevant and up to date for the various teams (Customer, B&M, BD), forming requests to the CIU team, becoming an expert on any self-serve dashboards, sharing CIU findings with the wider team and defining a cadence of working with the team
• Support creation of business cases and create and lead analysis required in problem diagnosis
• Keep key business partners aligned and engaged throughout the project lifecycle
• Build strong relationships with cross functional M&S stakeholders at all levels to ensure initiatives are fully understood and cross functional impacts and ways of working are understood and mitigated
• Identify and flag risks and issues, and initiate appropriate corrective action where required
• Understand and detail interdependencies between projects and across Business Units

Who you are  

Your skills and experience will include  

• An experienced Project Manager with a background in project/programme management
• Good knowledge of project management methodologies
• Strong critical thinking skills and ability to simplify problems and define solutions
• Highly organised with strong attention to detail and ability to prioritise
• Able to demonstrate a proven record of delivering complex and fast paced projects, to time, cost, scope and benefit
• Strong communication skills with the ability to challenge, influence and inform others. Flexible, with the ability to adapt quickly and expertly. Strong relationship skills and positive personal impact

Everyone’s welcome 

M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact. 

We’re an in-person business and have core collaboration days in our Support Centre each week. For most teams, this is 3 working days where we come together to collaborate, innovate, and serve our customers brilliantly. 

We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working. 

If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment. 

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