Customer Experience Proposition Manager

M&S; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading retail company in Greater London seeks a Customer Proposition Manager to innovate shopping experiences. You will design and deliver retail propositions that enhance customer journeys by incorporating cutting-edge technologies. Responsibilities include leading pilots, collaborating with cross-functional teams, and leveraging customer feedback for continuous improvement. Ideal candidates will be customer-focused, innovative, and organized. Join us to shape the future of retail while enjoying competitive perks.

Benefits

20% colleague discount

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

Qualifications

• Strong collaborator and influencer with the ability to align cross-functional teams.
• Passionate about creating seamless customer experiences.
• Experience in managing projects from start to finish.

Responsibilities

• Design and deliver new retail propositions from concept to rollout.
• Lead pilots and capture insights to refine ideas.
• Explore and embed new technologies like smart fitting rooms.

Skills

Customer-focused

Innovative

Collaborative

Analytical

Organised

Job description

Job Description

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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.

• 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 future
• Tailored 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.