Proposition Development Manager

Summary

M&S Online are looking for a Proposition Development Manager to lead and co-ordinate the strategy and development of our post-purchase propositions (everything that happens after customers press pay online). It's a really exciting time to join the team, and you'll be integral in inspiring and instigating change to support M&S Online growth to become a £2.5Bn business online.

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, and 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

You'll help shape and deliver market-leading post-purchase propositions and excellent experiences for our Online customers. You'll work to understand the opportunities, create new business cases and project plans as appropriate. If you thrive within an autonomous environment to lead strategic projects, make decisions, manage risks effectively, work across a wide range of functions and stakeholders, enjoy having a close eye on the future competitive landscape, but above all have a relentless passion to get the best results for our customers - then this is the role for you.

We have a great team energy and work hard to always go the extra mile, as well as supporting each other to grow and develop. You'll get lots of onboarding support tailored to help you settle in, and then you'll be able to lead a great balance of working independently to discover new strategic opportunities as well as leading business change by working with many teams from different business functions.

This is a high-profile and key networking role. You'll gain experience of working within a high-profile, high-performing team, that is always working at pace to grow the Online business. With this, you will gain fantastic experience in managing multiple large projects across the business, and the demands and pace of work that comes with this ownership. You'll also have contact with senior stakeholders across the business, including the Online Leadership Team, Online Operations and development teams, Retail, Supply Chain, Digital & Technology, Customer Support Centres, and external suppliers.

• Define and create the post-purchase customer journey propositions across Delivery, Click & Collect, Returns and Customer Communications, focusing upon ease and speed for the customer, incremental sales, and cost impact upon the Online profit and loss account.
• Explore and monitor customer feedback, competitor and industry trends. Make recommendations and deliver improvements across all relevant post-purchase customer journeys. Tracking key metrics like Net Promoter Scores (NPS) and use the OKR framework to track and define benefit.
• Use your growth mindset to identify opportunities to work with third parties or startups to develop exciting new customer propositions.
• Exploit 'test and learn' approaches where new initiatives could enhance the post-purchase customer journey. Once solutions have been identified and agreed, successfully manage end-to-end delivery with a cross-functional project team.
• Develop and maintain excellent stakeholder relationships and networks. Working closely with finance to ensure solid visibility and communication of the costs associated with relevant propositions, creating action plans to improve, and ensuring decisions can be made based on the most accurate cost data.
• Devise a communication plan and engagement strategy that ensures buy-in and cross-channel collaboration. Ensuring regular updates on progress, issues and dependencies are reported to the relevant senior leadership steering groups.
• Always have an eye on the future and how we can be striving and delivering more for our customers.

Who you are

• Have a growth mindset and value delivering high standard work which matters to our customers. Enjoy working at pace, juggling multiple priorities and driving change. Previous business project management experience is essential.
• Passionate about our customers and their shopping needs to ensure delivery of an aspirational online customer experience, especially in growing our younger customer base.
• Strong awareness of competitors, external industry developments and technology initiatives to recommend and instigate change.
• Ability to work independently and set your own agenda, as well as work collaboratively and lead teams. Strong ability to manage ambiguity, hold others to account and challenge to do the right thing.
• Great relationship building skills and stakeholder management experience. Strong influencing, negotiation and communication skills (both verbally and written).
• Confident, influential presenter in-person and on Microsoft Teams with strong PowerPoint & Excel skills.
• An awareness of the M&S Online customer journey and operation would be beneficial to help you build a strong understanding of how this works and interacts with other key areas of the business.

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.

#LI-CA1 #LI-Hybrid