Program Manager

Marks & Spencer Plc; City of Westminster; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

20% colleague discount across M&S

Competitive holiday entitlement

Discretionary bonus schemes

Defined Contribution Pension Scheme

Tailored induction and training

M&S Choices discounts

Parental/adoption and neonatal support

Wellbeing support (24/7 Virtual GP)

Volunteer day

Job summary

Marks & Spencer is seeking a Lead Customer Service Transformation Manager to direct the strategic transformation and technology programme for the M&S Customer Contact Centre, delivering a future-ready operating model that enhances customer experience, colleague experience and operational performance.

You will work across Customer Services, Customer Experience, Technology and partners to implement new capabilities in a controlled, customer-led and commercially focused way, with regular travel to

Qualifications

• Proven experience leading complex transformation, technology or digital change programmes within customer service or retail operations.
• Strong programme governance, planning, dependency and risk management.
• Understanding of contact centre operations, customer journeys and service metrics.
• Ability to translate data and insights into actionable recommendations for senior stakeholders.

Responsibilities

• Lead end-to-end delivery of strategic transformation and technology programmes for the Customer Contact Centre with governance and realisation of benefits.
• Shape and embed customer-led, digitally enabled operating models across in-house and partner operations.
• Partner with Technology, Customer Experience and third-party suppliers to deliver new systems, automation and AI-enabled capabilities.
• Translate strategic priorities into roadmap, business cases and executive-ready updates to support investment decisions.
• Manage governance, dependencies, risks and issues while maintaining pace and delivery focus.
• Use customer feedback and performance data to measure outcomes and ensure benefits are sustainable.

Skills

Transformation leadership

Programme management

Contact centre ops

Data-driven decisions

Stakeholder management

Change management

Job description

At M&S, we're transforming how we serve customers through technology, automation and AI-enabled experiences. As Lead Customer Service Transformation Manager, you will lead the strategic transformation and technology programme for the M&S Customer Contact Centre, shaping and delivering a future-ready operating model that improves customer experience, colleague experience and operational performance.

Working across Customer Services, Customer Experience, Technology and third-party partners, you will bring structure, governance and pace to complex change programmes, ensuring new capabilities are implemented in a controlled, customer-led and commercially focused way across both in-house and outsourced operations.

While this role can be based in either London or Manchester, you'll work closely with teams across the business and should be comfortable travelling regularly to other Support Centre locations as required.

What You Will Do

• Lead the end-to-end delivery of strategic transformation and technology programmes across the Customer Contact Centre, ensuring robust governance, clear delivery plans, milestones, risks and benefit realisation.
• Shape and embed future-ready, customer-led and digitally enabled ways of working that improve customer, colleague and operational outcomes across in-house and partner operations.
• Partner with Technology, Customer Experience, Operations and third-party suppliers to deliver new systems, automation, AI-enabled tools and digital capabilities that improve service performance.
• Translate strategic priorities into programme roadmaps, business cases, delivery plans and executive-ready updates that support informed decision-making and investment choices.
• Manage programme governance, dependencies, risks and issues, proactively identifying and resolving barriers whilst maintaining pace, alignment and delivery focus.
• Use customer feedback, operational insight and performance data to measure outcomes, identify improvement opportunities and ensure transformation benefits are sustainable and measurable.

Who You Will Be

• A strategic transformation leader with experience delivering complex technology, digital or operational change programmes within customer-focused environments.
• Customer-obsessed and passionate about using technology, automation, AI and continuous improvement to make services simpler, faster and more human.
• A confident communicator who can translate complex technical detail, data and challenges into clear recommendations and actions for senior stakeholders.
• An influential stakeholder manager who creates alignment across cross-functional teams, suppliers and business leaders whilst balancing competing priorities.
• Highly organised, resilient and comfortable operating at pace in evolving and ambiguous environments where priorities can shift quickly.
• A commercially minded problem solver with a relentless focus on delivering measurable customer, colleague and business benefits.

What You Will Bring

• Proven experience leading complex transformation, technology or digital change programmes within customer service, contact centre, retail or operational environments.
• Strong programme management expertise, including governance, planning, dependency management, risk management, reporting and benefit realisation.
• Good understanding of contact centre operations, customer journeys, service performance measures and the role technology plays in improving customer and colleague experiences.
• Experience working with technology teams, product owners, operational leaders and third-party suppliers to deliver new systems, automation and AI-enabled capabilities.
• Strong analytical, stakeholder management and influencing skills, with the ability to use data and insight to inform decisions, drive continuous improvement and build alignment.
• Experience leading business readiness and change management activity, ensuring successful adoption and long-term sustainability of transformation outcomes.

Here are some of the benefits we offer that make working for M&S just that little bit more special…

• 20% colleague discount across all M&S products and many of our third‑party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days.
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
• Industry‑leading parental, adoption and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues, including our 24/7 Virtual GP and PAM Assist for you and your family.
• A charity volunteer day to support a cause you're passionate about through a dedicated day away from work.

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.