Product Manager - Customer Support & Automation

Marks and Spencer; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Colleague discount 20%

Holiday allowance

Discretionary bonus

Pension & life cover

Induction & training

M&S Choices portal

Family policies

Wellbeing support

Volunteer day

Job summary

Marks & Spencer is seeking a Product Manager for the Post Purchase and Customer Support team in the UK. You will shape product strategy and deliver improvements across customer support interactions, working with engineering, design and service teams.

You will drive measurable value for customers and colleagues by prioritising investment, improving satisfaction and reducing effort, while collaborating with the Senior Product Manager for Customer Support.

Qualifications

• Experience managing digital, technology or operational products in an agile environment.
• Ability to prioritise backlogs and translate business challenges into customer outcomes.
• Experience using data and metrics to drive decisions and improvements.

Responsibilities

• Define and deliver the product roadmap aligned to customer, colleague and operational outcomes.
• Own and prioritise the product backlog, balancing business needs and product health.
• Partner with cross-functional teams to identify problems and implement effective solutions.
• Use insights to drive performance improvements and adoption of the product.
• Identify opportunities to simplify support experiences through automation and self-service.

Skills

Product management

Agile experience

Data-driven decisions

Stakeholder management

Customer-focused

Job description

Marks & Spencer is seeking a Product Manager for the Post Purchase and Customer Support team in the UK. You will shape product strategy and deliver improvements across customer support interactions, working with engineering, design and service teams.

You will drive measurable value for customers and colleagues by prioritising investment, improving satisfaction and reducing effort, while collaborating with the Senior Product Manager for Customer Support.