Product Manager: Post-Purchase & Support Automation

MARKS&SPENCER; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Colleague discount

Holiday allowance

Discretionary bonus

Pension and life assurance

Induction and training

M&S Choices portal

Family policies

Wellbeing support

Volunteer day

Job summary

Marks & Spencer is seeking a Product Manager within the Post Purchase and Customer Support team to enhance experiences across customer support interactions and related tooling.

You will collaborate with the Senior Product Manager for Customer Support to identify opportunities to improve customer satisfaction, reduce effort, boost efficiency and enhance colleague experience in a fast-paced retail environment.

Qualifications

• Experience managing digital, technology or operational products within an agile environment.
• Ability to prioritise backlogs and translate challenges into customer-focused outcomes.
• Experience using data and metrics to drive decision-making.

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

Product management

Agile

Stakeholder management

Tools

Jira

Confluence

Job description

Marks & Spencer is seeking a Product Manager within the Post Purchase and Customer Support team to enhance experiences across customer support interactions and related tooling.

You will collaborate with the Senior Product Manager for Customer Support to identify opportunities to improve customer satisfaction, reduce effort, boost efficiency and enhance colleague experience in a fast-paced retail environment.