Product Manager, Post-Purchase & Customer Support

Marks & Spencer Plc; City of Westminster; On-site; 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

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.