Product Manager — Post-Purchase & Customer Support

Marks and Spencer; Greater London; Hybrid; GBP 65,000 - 110,000; Full time

Benefits offered by this job

20% colleague discount on all M&S;

Discretionary bonus schemes

Strong pension and life assurance

Exclusive perks via M&S Choices

Job summary

Marks & Spencer is seeking a Product Manager within the Post Purchase and Customer Support team to improve 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.

Qualifications

• Experience managing digital, technology or operational products within an agile environment.
• Ability to prioritise backlogs and translate business/operational challenges into customer-focused outcomes.
• Uses data, insight and performance measures to drive decisions and continuous improvement.
• Builds strong relationships across Product, Engineering, Operations and business teams.
• Customer-focused, commercially aware in a fast-paced environment with competing priorities.

Responsibilities

• 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.

Skills

Agile product management

Data-driven decisions

Stakeholder management

Customer focus

Job description

Marks & Spencer is seeking a Product Manager within the Post Purchase and Customer Support team to improve 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.