Customer Experience Proposition Manager

Marks and Spencer; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading retail company is seeking a Customer Proposition Manager to design and deliver tech-led innovations that enhance the shopping experience. This role involves leading pilots, collaborating with cross-functional teams, and utilizing data for insights. Applicants should be customer-focused and skilled in managing projects from concept to rollout. The position offers diverse benefits, including a colleague discount and wellbeing support, within a dynamic and inclusive work environment.

Benefits

20% colleague discount on all products

Competitive holiday allowance

Strong pension and life assurance

Tailored induction and training

Exclusive perks and savings

Market-leading family policies

24/7 wellbeing support

One paid volunteer day a year

Qualifications

• Experience in leading trials and capturing insights.
• Ability to explore and embed new technologies.
• Proven skills in collaborating across teams.

Responsibilities

• Design and deliver new retail propositions from concept to rollout.
• Lead pilots and capture insights to refine ideas.
• Collaborate with tech and marketing for seamless execution.
• Monitor performance and customer feedback for improvements.

Skills

Customer-focused and innovative

Curious and adaptable

Strong collaborator and influencer

Analytical and strategic

Organised and delivery-focused

Job description

Summary

We're looking for a Customer Proposition Manager to shape the future of retail at M&S. In this role, you'll design and deliver innovative, tech-led experiences that make shopping easier and more connected. From smart fitting rooms to frictionless payment solutions, you'll lead pilots, gather insights, and scale successful propositions that transform the customer journey.

Due to high interest, this role may close earlier than advertised. We recommend applying as soon as possible.

What you'll do

We're looking for a Customer Proposition Manager to help shape the future of retail at M&S. This role is all about creating innovative, tech-led experiences in our stores that make shopping easier, more enjoyable and more connected. Working closely with our Digital & Technology teams, you'll turn bold ideas into reality - whether that's developing new payment solutions or exploring smart fitting rooms. You'll lead trials, learn from customer feedback and scale successful propositions that deliver real impact for customers and colleagues.

What your responsibilities will include

• Design and deliver new retail propositions from concept through trial to full rollout.
• Lead pilots and capture insights to refine ideas and build strong business cases for scaling.
• Explore and embed new technologies such as smart fitting rooms, digital personalisation and frictionless payment solutions.
• Collaborate across teams - partner with tech, marketing and store colleagues to ensure seamless execution.
• Monitor performance and customer feedback to drive continuous improvement and measurable results.

Who you are

• Customer-focused and innovative, with a passion for creating seamless experiences.
• Curious and adaptable, excited by new technologies and ways of working.
• Strong collaborator and influencer, able to align cross-functional teams and build relationships.
• Analytical and strategic, confident using data and insights to guide decisions.
• Organised and delivery-focused, experienced in managing projects from start to finish.

What's in it for you?

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
• Strong pension and life assurance to help plan for the futureTailored 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. 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.