Product Manager - Contact Centre

Marks & Spencer Plc; City of Westminster; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Colleague discount 20%

Holiday allowance

Discretionary bonus schemes

Pension and life assurance

Training and induction

Employee perks portal

Job summary

Marks & Spencer Plc is seeking a Product Manager within the Post Purchase and Customer Support team. You will improve experiences, tools and capabilities for customers and colleagues across all customer support interactions.

Commissioned to work with Senior Product Manager for Customer Support, you will identify opportunities to enhance customer satisfaction, reduce effort and boost operational efficiency while improving colleague experience.

Qualifications

• Experience delivering digital, technology or operational products in an agile environment.
• Ability to prioritise backlogs and translate business challenges into customer outcomes.
• Strong use of data, insight and metrics to drive improvements.

Responsibilities

• Define and deliver the product roadmap with priorities aligned to customer and operational outcomes.
• Own and prioritise the product backlog across teams.
• Collaborate with Customer Support, Engineering, Design and Delivery to implement solutions.
• Use insights to drive performance improvements and adoption.
• Identify opportunities to simplify support experiences via automation and self-service.

Skills

Product management

Agile methods

Data-driven decisions

Stakeholder management

Job description

Summary

As a Product Manager within the Post Purchase and Customer Support team, you will be responsible for improving the experiences, tools and capabilities that support customers and colleagues across all customer support interactions.

You will work closely with the Senior Product Manager for Customer Support to identify opportunities to improve customer satisfaction, reduce customer effort, increase operational efficiency and enhance the colleague experience.

Working across customer journeys, colleague tooling, operational processes, automation capabilities and contact centre technologies, you will define and deliver product improvements that create measurable value for customers, colleagues and the business.

You will partner with Engineering, Operations, Data & AI, Design and Service teams to shape product strategy, prioritise investment and deliver continuous improvement across the customer support experience.

What you’ll do

• Define and deliver the product roadmap, ensuring priorities align to customer, colleague and operational outcomes.

• Own and prioritise the product backlog, balancing business needs, customer value and product health.

• Partner with Customer Support, Engineering, Design and Delivery teams to identify problems and deliver effective solutions.

• Use customer, colleague and operational insight to drive product decisions, performance improvements and adoption.

• Identify opportunities to simplify support experiences through automation, self-service and technology innovation.

Who you are

• You have experience managing digital, technology or operational products within an agile environment.

• You are confident prioritising backlogs and turning business and operational challenges into customer-focused outcomes.

• You use data, insight and performance measures to make decisions and drive continuous improvement.

• You build strong relationships across Product, Engineering, Operations and business teams, influencing stakeholders at all levels.

• You are customer-focused, commercially aware and comfortable working in a fast-paced environment with competing priorities.

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

• Discretionary bonus schemes linked to your performance and ours

• 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. 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.

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