Delivery Programme Lead - Post-Purchase & CX
MARKS&SPENCER
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Benefits offered by this job
Job summary
Marks & Spencer is recruiting for a senior delivery leader to own post-purchase propositions across Delivery, Click & Collect, Returns and Communications. You will manage multi-workstream delivery end-to-end, balance cost and speed, and champion experimentation to improve the post-purchase journey.
The role emphasizes strong stakeholder management, data-driven decision making with PowerBI, and coaching capabilities to raise team performance across Online, Supply Chain, Retail and Customer
Qualifications
- Proven experience delivering complex, multi-team programmes end-to-end.
- Strong commercial awareness and ability to balance cost, revenue and time-to-market.
- Excellent senior stakeholder management and ability to influence across teams.
Responsibilities
- Own and shape post-purchase propositions across Delivery, Click & Collect, Returns and Customer Communications.
- Lead complex, multi-workstream delivery end-to-end with minimal escalation.
- Drive a test-and-learn culture and move initiatives from concept to deployment.
- Shape programme narratives and align senior stakeholders with concise updates.
- Develop cross-channel engagement strategies and collaborate across Online, Supply Chain, Retail, D&T and Customer Contact.
- Track metrics (NPS, OKRs, cost-to-serve) and translate data into decision-ready outputs.
- Coach junior delivery managers and raise delivery standards.
- Drive transformation of ways of working and governance across teams.
Tools
Job description
Marks & Spencer is recruiting for a senior delivery leader to own post-purchase propositions across Delivery, Click & Collect, Returns and Communications. You will manage multi-workstream delivery end-to-end, balance cost and speed, and champion experimentation to improve the post-purchase journey.
The role emphasizes strong stakeholder management, data-driven decision making with PowerBI, and coaching capabilities to raise team performance across Online, Supply Chain, Retail and Customer
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