Programme Delivery Manager

MARKS&SPENCER; Greater London; Hybrid; GBP 75,000 - 110,000; Full time

Benefits offered by this job

20% colleague discount

Holiday allowance (buy more)

Discretionary bonus schemes

Pension and life assurance

Induction and training for development

M&S Choices perks portal

Family policies (parential/adoption/ne

Neonatal leave

Wellbeing support and virtual GP

Volunteer day per year

Job summary

Marks & Spencer is recruiting for a senior delivery leader to own post-purchase propositions across Delivery, Click & Collect, Returns and Communications. You will manage multi-workstream delivery end-to-end, balance cost and speed, and champion experimentation to improve the post-purchase journey.

The role emphasizes strong stakeholder management, data-driven decision making with PowerBI, and coaching capabilities to raise team performance across Online, Supply Chain, Retail and Customer

Qualifications

• Proven experience delivering complex, multi-team programmes end-to-end.
• Strong commercial awareness and ability to balance cost, revenue and time-to-market.
• Excellent senior stakeholder management and ability to influence across teams.

Responsibilities

• Own and shape post-purchase propositions across Delivery, Click & Collect, Returns and Customer Communications.
• Lead complex, multi-workstream delivery end-to-end with minimal escalation.
• Drive a test-and-learn culture and move initiatives from concept to deployment.
• Shape programme narratives and align senior stakeholders with concise updates.
• Develop cross-channel engagement strategies and collaborate across Online, Supply Chain, Retail, D&T and Customer Contact.
• Track metrics (NPS, OKRs, cost-to-serve) and translate data into decision-ready outputs.
• Coach junior delivery managers and raise delivery standards.
• Drive transformation of ways of working and governance across teams.

Tools

PowerBI

Monday.com

Job description

What's in it for you?

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

What you'll do

• 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.

Who you are

• 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

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.