Change Manager

Marks and Spencer; Chester; On-site; GBP 40,000 - 60,000; Full time

Job summary

Marks and Spencer is seeking a change management professional to lead initiatives that enhance customer service and operational efficiency. The role involves collaboration with various teams to implement strategic changes and drive performance improvements while providing support throughout transitions.

Benefits

20% colleague discount

Competitive holiday entitlement

Discretionary bonus schemes

Defined Contribution Pension Scheme

Tailored induction programs

Wellbeing support services

Charity volunteer day

Qualifications

• Understands and applies change management principles including ADKAR model.
• Plans and executes projects efficiently.
• Adjusts strategies according to circumstances.

Responsibilities

• Support design and implementation of change management framework.
• Collaborate with stakeholders to align change initiatives.
• Plan and execute projects related to business transformation.

Skills

Change Management

Project Management

Communication

Collaboration

Problem-Solving

Adaptability

Transformation

RAID management

Job description

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…

• After completing your probationary period, you’ll receive 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 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.

What you’ll do

Your key accountabilities will include

Change Management:

• Support the design and implementation of a change management framework that enables Customer Services strategic goals
• Establish clear and compelling reasons for change and reflect them in simple, engaging vision statements
• Conduct impact analyses and identify key stakeholders affected by changes.
• Collaborate with Customer Services operational teams and support functions to develop and deliver a comprehensive ADKAR change plan, including communication, knowledge and training materials, to support change initiatives.
• Identify gaps, risk, issues and dependencies and build plans to mitigate and resolve them
• Identify opportunities for process improvements and operational efficiencies.
• Track and report on the adoption and effectiveness of change initiatives.
• Ensure that 'lessons learned' are recognised and reflected in future change programmes
• Contribute to a culture of high performance and continuous improvement in the Customer Service Centre

Collaboration and Stakeholder Engagement:

• Strategic collaboration with key internal and external stakeholders, including project sponsors, senior leadership, operational teams, and technology partners, to align change initiatives with business objectives.
• Engage with stakeholders across the business to gather requirements and provide project updates.
• Adaptability in communication styles, ensuring messages resonate across various organisational levels, from frontline staff to executive leadership.
• Measurement and reporting, providing regular status updates on change progress, impact, engagement levels, and success metrics to stakeholders
• Facilitate collaboration and communication between Customer Services and other departments.
• Build awareness of and consensus for the macro level change plan
• Develop and maintain strong relationships with end user colleagues, gathering feedback on changes and being a spokesperson for the colleague and customer voice

Project Management:

• Work with Customer Services & wider business stakeholders to identify, prioritise and govern opportunities for change
• Plan, execute, and close projects that are part of the CSC or wider business transformation
• Develop detailed project plans, including purpose, scope, OKR and milestone plan
• Monitor project progress, proactively identify and manage risks and issues through implementation of mitigation strategies.
• Ensure projects are delivered on time, within scope, and within budget.

Enablement:

• Identify where additional capabilities / skills / systems etc. are needed and challenge whether we are doing enough to deliver them
• Support the development and execution of enablement programs to prepare CSC staff for new processes and technologies.
• Provide ongoing support and guidance to ensure staff can effectively utilize new tools and processes.

Who you are

Your skills and experience will include

• Change Management: Understands and applies change management principles and practices including the ADKAR model
• Project Management: Plans, executes, and completes projects efficiently.
• Communication: Clearly conveys information and ideas to individuals and groups.
• Collaboration: Works effectively with others to achieve shared objectives.
• Problem-Solving: Identifies issues and develops effective solutions.
• Adaptability: Adjusts strategies and approaches in response to changing circumstances.
• Transformation: Experience leading customer service transformations and process improvement initiatives
• RAID management: Proactively identifies & manages Risks, Assumptions, Issues, and Dependencies throughout change lifecycle

Everyone’s welcome

We’re ambitious about the future of retail. We’re innovating, disrupting, and leading the way into a more inspiring, digital era. It’s an exciting time to be part of M&S.

To support us on our journey, we’re building inclusive, diverse teams where everyone can be themselves, do their best work, and make change happen. We support each other and succeed together.

Don’t worry if you don’t meet every single requirement of the job description. It’s more of a guide to what’s possible within the role. If you’re passionate, ready to work hard, and think the role feels right for you, we’d love to hear from you.