Programme Delivery Manager

Marks and Spencer; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

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.

Skills

Delivery governance

Stakeholder management

Analytics & PowerBI

Programme leadership

Cross-functional collaboration

Tools

Monday.com

PowerBI

Job description

All the details

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.