Senior Technical Program Manager - Customer Domain

Marks and Spencer; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Discounts

Holiday entitlement

Bonus schemes

Pension scheme

Induction & training

Wellbeing support

Choices portal perks

Parental/adoption policies

Volunteer day

Job summary

Marks & Spencer is seeking a Senior Technical Programme Manager to provide strategic leadership across customer-focused digital initiatives, uniting engineering, product and delivery teams to deliver secure, scalable technology that powers the M&S digital experience. You will shape roadmaps, manage risks, and drive value across complex programmes.

In this role you will collaborate with stakeholders across Loyalty, Customer Platforms and Financial Services within Digital & Technology to deliver

Responsibilities

• Lead complex, cross-functional programmes, delivering technology solutions that enhance customer experiences and support business transformation.
• Shape delivery plans, roadmaps, objectives and investment priorities in partnership with Product and Engineering teams, ensuring clear outcomes and measurable progress.
• Own technical delivery and release strategies, proactively managing risks, dependencies and escalations to achieve successful outcomes.
• Drive quality, continuous improvement and effective delivery practices, improving consistency, reducing risk and enabling successful change across teams.
• Partner with business stakeholders and third-party vendors, translating technical concepts into clear actions, managing performance and delivering value from technology investments.

Job description

As a Senior Technical Programme Manager, you'll provide strategic leadership to shape, plan, and deliver complex technical programmes that support key business priorities.

With a focus on the Customer Domain, including Loyalty, Customer Platforms and Financial Services within Digital & Technology, you'll play a key role in delivering technology initiatives that power the M&S digital experience. You'll bring together engineering, product and delivery teams to create secure, scalable and future-ready solutions that improve outcomes for customers and colleagues.

All the details

What's in it for you?

Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing outstanding quality, value, service to every customer, whenever, wherever and however they want to shop with us.

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

• After completing your probationary period, you’ll receive 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 access to our 24/7 Virtual GP and PAM Assist to support you and your family.
• A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

What you'll do

• Lead complex, cross-functional programmes, delivering technology solutions that enhance customer experiences and support business transformation.
• Shape delivery plans, roadmaps, objectives and investment priorities in partnership with Product and Engineering teams, ensuring clear outcomes and measurable progress.
• Own technical delivery and release strategies, proactively managing risks, dependencies and escalations to achieve successful outcomes.
• Drive quality, continuous improvement and effective delivery practices, improving consistency, reducing risk and enabling successful change across teams.
• Partner with business stakeholders and third-party vendors, translating technical concepts into clear actions, managing performance and delivering value from technology investments.

Who you are

• Experienced in leading large-scale, multi-team technology and transformation programmes within complex environments.
• Comfortable working with technical, product and business stakeholders, building trusted relationships and influencing at all levels, including senior leadership.
• Skilled in service-focused delivery, using operational data and performance insights to support decision-making and continuous improvement.
• Able to balance strategic thinking with a hands‑on approach, ensuring solutions are effectively deployed, adopted and optimised.
• You bring strong commercial awareness, problem‑solving skills, resilience and a collaborative mindset, with a passion for delivering lasting improvements.

Everyone's welcome M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact. We’re an in‑person business and have core collaboration days in our Support Centre each week. For most teams, this is 3 working days where we come together to collaborate, innovate, and serve our customers thoughtfully.

We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working. If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.

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