Transformation Manager

MARKS&SPENCER; Greater London; On-site; GBP 90,000 - 150,000; Full time

Benefits offered by this job

20% colleague discount across M&S and3

Competitive holiday entitlement

Discretionary bonus schemes

Defined Contribution Pension

Job summary

Marks & Spencer seeks a strategic transformation leader to drive end-to-end transformation programmes across operations and customer experience. You will partner with senior leaders to shape priorities, lead project managers, and deliver interconnected projects using structured transformation methodologies.

With a focus on improving performance, colleague experience and customer outcomes, you will manage governance, readiness and adoption while tracking benefits and driving continuous

Qualifications

• Proven experience leading transformation programmes across operations, customer, or organisational change.
• Ability to translate strategy into executable transformation plans and roadmaps.
• Experience with diagnostics, root-cause analysis, and benefits realisation tracking.
• Strong governance, planning, risk management and implementation capability.
• Senior stakeholder management and cross-functional collaboration.

Responsibilities

• Lead end-to-end transformation initiatives from opportunity to benefits realisation.
• Partner with senior leaders to define priorities and shape strategic roadmaps.
• Lead project managers and cross-functional teams to deliver interconnected projects.
• Analyse challenges and design future-state operating models and processes.
• Work with Transformation Office on governance, readiness and communication.
• Measure benefits and drive improvements across the organisation.

Skills

Strategic transformation leadership

Programme governance

Stakeholder management

Data-driven decision making

Change management

Commercial and analytical capability

Facilitation and influencing

Tools

Excel

PowerPoint

Power BI

Copilot

Job description

What you will do:

• Lead end-to-end transformation initiatives from opportunity identification and business diagnosis through solution design, mobilisation, implementation and benefits realisation, supporting the Store Transformation plan and wider Central Store Operations priorities.
• Partner with senior business leaders to define transformation priorities, shape strategic roadmaps and ensure initiatives are connected to broader business objectives, customer needs and market insight.
• Lead project managers and cross-functional stakeholders to deliver interconnected projects, applying structured transformation methodologies including stage gates, change control, planning, governance and reporting.
• Analyse operational challenges, identify root causes and design future-state operating models, processes and ways of working that improve performance, colleague experience and customer outcomes.
• Work closely with the Transformation Office and Transformation Change Team to manage governance, organisational readiness, colleague impact, communication, capability development and adoption across stores.
• Measure transformation benefits and track delivery against time, budget, scope and quality expectations, challenging existing processes and identifying future initiatives that unlock efficiency, growth and continuous improvement.

Who you will be:

• A strategic transformation leader who creates purpose, direction and long-term strategy, translating customer and market insight into activity that supports margin, profit and operational performance.
• Inquisitive and committed to continuous improvement, never satisfied with good enough and able to drive breakthrough thinking and innovation in customer experience, service and operational performance.
• Fast, flexible and adaptable, with the ability to navigate ambiguity, create clarity and maintain momentum within complex and evolving environments.
• A confident and impactful communicator with advanced facilitation, workshop leadership and influencing skills, including the ability to influence without direct authority.
• A collaborative people leader who can engage, develop and nurture the individuals critical to success while contributing to the capability of the wider team.
• Commercially focused and data-driven, able to balance customer, colleague and business objectives while delivering measurable outcomes.

What you will bring:

• Proven experience leading complex transformation programmes across operations, customer, technology or organisational change, including interconnected projects delivering wider strategic outcomes.
• Demonstrated ability to identify business improvement opportunities and translate strategic objectives into executable transformation plans, business cases, roadmaps and future-state operating models.
• Experience conducting business analysis, diagnostic reviews, root cause analysis, process improvement activity and benefits realisation tracking.
• Strong programme delivery capability, including governance, stage gates, planning, change control, risk management, organisational readiness and sustainable implementation.
• Excellent senior stakeholder management, facilitation and influencing skills, with experience driving alignment and decision-making within complex, matrixed organisations.
• Strong commercial and analytical capability, with experience using data and insight to inform decisions, alongside knowledge of Lean, Agile or other transformation methodologies and proficiency in Excel, PowerPoint, Power BI and Copilot.

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 exceptional 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...
• 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.

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.

Lead with purpose. Own the outcomes. Raise the bar. This is your store. And your chance to shape the future of M&S. Are you ready for it? Take Your Mark