Change Manager

Marks and Spencer; Salford; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Colleague discount 20%

Holiday entitlement

Discretionary bonus schemes

Defined Contribution Pension

Life Assurance

Tailored induction & training

Wellbeing & support via Choices portal

Parental/adoption/neonatal policies

Volunteer day

Job summary

Marks & Spencer is seeking a proactive Change Manager to lead delivery of change and transformation across Customer Services. You will design structured change approaches, embed adoption, and drive measurable outcomes with governance and clear reporting.

You will translate complexity into practical solutions, work with stakeholders at all levels, and ensure a data-informed approach to continuous improvement and post-implementation success.

Qualifications

• Proven experience in project and change management, including governance, planning and delivery of measurable outcomes.
• Strong understanding of change frameworks such as ADKAR, with ability to drive adoption and engagement.
• Experience managing risks, assumptions, issues, and dependencies across complex delivery environments.
• Strong analytical capability, using data and insight to inform decision making and prioritisation.

Responsibilities

• Lead end to end change and project delivery, ensuring initiatives are delivered on time, within scope, and with clear measurable outcomes.
• Design and implement structured change plans using ADKAR principles, driving adoption and sustained behavioural change.
• Manage governance, risks, issues, and dependencies, ensuring strong control and clear reporting throughout delivery.
• Use data, insight, and feedback to inform decisions, track performance, and optimise outcomes post implementation.
• Build strong stakeholder relationships, aligning teams and ensuring clear communication, engagement, and shared ownership of delivery.

Skills

Change management

Project delivery

ADKAR

Stakeholder engagement

Data analysis

Job description

We're looking for a proactive and delivery focused Change Manager to lead the successful delivery of change and transformation across Customer Services. You will design and embed structured change approaches while managing end to end project delivery-ensuring initiatives are not only implemented but fully adopted and delivering measurable outcomes.
Working closely with stakeholders across the business, you will translate complexity into clear, practical solutions that improve customer and colleague experience.

All the details

What You'll Do

• Lead end to end change and project delivery, ensuring initiatives are delivered on time, within scope, and with clear measurable outcomes.
• Design and implement structured change plans using ADKAR principles, driving adoption and sustained behavioural change.
• Manage governance, risks, issues, and dependencies, ensuring strong control and clear reporting throughout delivery.
• Use data, insight, and feedback to inform decisions, track performance, and optimise outcomes post implementation.
• Build strong stakeholder relationships, aligning teams and ensuring clear communication, engagement, and shared ownership of delivery.

Who You Will Be

• An experienced change and project professional, comfortable managing multiple initiatives in a fast paced environment.
• A strong communicator, able to simplify complex change into clear, compelling messages for different audiences.
• Highly organised and adaptable, able to prioritise effectively and respond to evolving business needs.
• A collaborative partner, confident engaging stakeholders across all levels of the business.
• A proactive problem solver with a strong focus on delivery, outcomes, and continuous improvement.

What You Will Bring

• Proven experience in project and change management, including governance, planning, and delivery of measurable outcomes.
• Strong understanding of change frameworks such as ADKAR, with the ability to drive adoption and engagement.
• Experience managing risks, assumptions, issues, and dependencies across complex delivery environments.
• Strong analytical capability, using data and insight to inform decision making and prioritisation.
• Experience in transformation or process improvement, ideally within customer service or operational environments.

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 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.

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?