Programme Delivery Manager

Marks and Spencer plc (UK); City of Westminster; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

20% colleague discount

Holiday allowance

Discretionary bonus schemes

Pension and life assurance

Induction and training

M&S Choices portal access

Family policies

Wellbeing support

Volunteer day

Job summary

Marks & Spencer plc is seeking a Senior Delivery Manager to own post‑purchase propositions across Delivery, Click & Collect, Returns and Customer Communications in the UK. You will lead complex, multi‑stream delivery end‑to‑end, manage cross‑programme dependencies, and champion a data‑driven, test‑and‑learn approach.

You will influence senior stakeholders, shape governance, and drive cross‑channel collaboration with Online, Supply Chain, Retail, D&T and Customer Contact.

Qualifications

• Proven experience delivering complex, multi‑team programmes end‑to‑end.
• Experience with delivery governance, RAID, planning and reporting tools.
• Understanding of how delivery decisions impact cost, revenue and time‑to‑market.
• Experience coaching or developing more junior delivery managers.

Responsibilities

• Own and shape post-purchase propositions across Delivery, Click & Collect, Returns and Customer Communications with commercial awareness.
• Lead complex, multi-workstream delivery end‑to‑end and manage cross-programme dependencies and risks.
• Drive a test‑and‑learn culture and ensure concepts move to deployment with clear ownership.
• Shape programme narratives and influence senior stakeholders with exec‑ready updates.
• Develop communication strategies that secure cross‑channel buy‑in across Online, Supply Chain, Retail, D&T and Customer Contact.
• Track metrics (NPS, OKRs, cost‑to‑serve) using PowerBI and analytics tools for decision making.
• Monitor feedback and trends to deliver improvements across post‑purchase journeys.
• Collaborate with Finance to build business cases and ensure visibility of proposition costs.
• Coach junior managers and drive delivery standards and governance.

Skills

Analytical skills

Commercial awareness

Stakeholder management

Delivery governance

Cross-programme dependencies

Coaching juniors

Job description

• Own and shape post-purchase propositions across Delivery, Click & Collect, Returns and Customer Communications - actively factoring commercial impact (cost, revenue, time-to-market) into delivery trade-offs and recommendations.

• Lead complex, multi-workstream delivery end-to-end - independently managing cross-programme complexity, anticipating risks and dependencies, and making confident trade-offs on pace, risk and quality without escalation.

• Drive a 'test and learn' culture - identifying, scoping and championing initiatives that enhance the post-purchase journey, and ensuring solutions move from concept through to deployment with clear ownership and governance.

• Shape the programme narrative and influence senior stakeholders - producing concise, exec-ready updates; driving senior alignment across teams; and owning stakeholder relationships across programmes and functions.

• Devise and execute communication and engagement strategies that ensure cross-channel buy-in and collaboration across Online, Supply Chain, Retail, D&T and Customer Contact.

• Track and report on key metrics (NPS, OKRs, cost-to-serve) through PowerBI and analytics tools - translating complexity into clear, decision-ready outputs for senior stakeholders.

• Monitor customer feedback, competitor and industry trends - making proactive recommendations and delivering improvements across all post-purchase journeys.

• Partner closely with Finance to build strong business cases, ensure solid visibility of proposition costs, creating action plans and ensuring decisions are made on the most accurate data.

• Coach and develop more junior delivery managers, raising delivery standards and building team capability.

• Drive transformation of ways of working - defining delivery standards, improving governance, and ensuring consistency across teams.

  Proven experience delivering complex, multi-team programmes end-to-end. Experience in online, post-purchase, logistics, supply chain or customer contact operations would be a distinct advantage.

• Strong commercial awareness - understands how delivery decisions impact cost, revenue and time-to-market.

• Confident managing cross-programme dependencies, risks and trade-offs independently.

• Excellent senior stakeholder management - able to influence across teams and produce exec-ready communications.

• Experience with delivery tooling and governance (plans, RAID, reporting, Monday.com or similar).

• Strong analytical skills - comfortable using data to inform decisions.

• Experience coaching or developing more junior team members.

  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.

Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We're inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.

Here are just a few of the benefits that make working here even more rewarding:

• 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you've completed your probation.
• Competitive holiday allowance with the option to buy more.
• Discretionary bonus schemes linked to your performance and ours.
• Strong pension and life assurance to help plan for the future.
• Tailored induction and training to support your development from day one.
• Exclusive perks and savings through our M&S Choices portal.
• Market-leading family policies, including parental, adoption and neonatal leave.
• 24/7 wellbeing support, including virtual GP access and mental health services.
• One paid volunteer day a year to support a cause that matters to you.