Programme Delivery Lead — Post-Purchase & Logistics

Marks and Spencer

Greater London

Hybrid

GBP 70,000 - 110,000

Full time

7 days ago

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Benefits offered by this job

20% discount for colleagues

Holiday allowance

Discretionary bonus schemes

Pension and life assurance

Induction and training

M&S Choices portal

Family policies (parential/adoption)

Wellbeing support

Volunteer day

Job summary

Marks & Spencer is seeking a senior Programme Delivery Manager to own post-purchase propositions across Delivery, Click & Collect, Returns and Customer Communications. You will lead multi-workstream delivery end-to-end, balancing cost, speed to market and quality while engaging senior stakeholders and driving governance across Online, Supply Chain, Retail, D&T and Customer Contact.

You will champion a data-driven, test-and-learn approach, track key metrics with PowerBI, and coach junior managers

Qualifications

Proven experience delivering complex, multi-team programmes end-to-end.
Strong commercial awareness and ability to weigh cost, revenue and time-to-market.
Confident managing cross-programme dependencies, risks and trade-offs independently.
Excellent senior stakeholder management and executive communications.
Experience with delivery tooling and governance (plans, RAID, reporting).
Strong analytical skills with data-informed decision making.
Experience coaching or developing junior delivery managers.

Responsibilities

Own and shape post-purchase propositions across Delivery, Click & Collect, Returns and Customer Communications; balance commercial impact with time-to-market.
Lead complex, multi-workstream delivery end-to-end with minimal escalation.
Drive a test-and-learn culture and scale initiatives from concept to deployment with clear ownership.
Shape programme narrative; produce exec-ready updates and align across teams.
Devise communication strategies for cross-channel collaboration across Online, Supply Chain, Retail, D&T and Customer Contact.
Track key metrics (NPS, OKRs, cost-to-serve) with PowerBI and analytics tools for leadership.
Monitor customer feedback and industry trends; recommend improvements across post-purchase journeys.
Collaborate with Finance to build strong business cases and ensure cost visibility.
Coach and develop junior delivery staff to raise delivery standards.
Drive transformation of ways of working with governance and standardisation across teams.