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Customer Experience Proposition Lead

Marks and Spencer plc (UK)

Customer Experience Proposition Lead

Salary Not Specified

Marks and Spencer plc (UK), City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted 3 weeks ago, 25 Aug | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 423a60c2693c43ac886844439fd5b74c

Full Job Description

  • Develop and oversee the implementation of customer experience strategies to increase and deliver exceptional customer service, loyalty, and retention.

  • Collaborate with cross-functional teams to ensure a seamless and positive customer journey from start to finish.

  • Analyse customer feedback, market research, and business metrics to identify trends and areas for improvement.

  • Design and implement customer experience initiatives, such as personalised services, customer engagement programs, and feedback mechanisms.

  • Monitor and report on the effectiveness of customer experience strategies/propositions, making data-driven recommendations for enhancements.

  • Stay abreast of industry best practices and emerging technologies that can improve the customer experience.

  • Design and manage the customer experience proposition across our stores and contact centres and influencing organisational design and other people elements such as learning & development

    Strategic thinking to define and lead the customer experience strategy/proposition.

  • Customer insight to understand and anticipate customer needs and behaviours.

  • Collaboration and stakeholder management to work effectively with various teams and leaders.

  • Communication skills to articulate the vision and proposition/strategy to different audiences.

  • Leadership and team management to guide and inspire direct reports and cross-functional teams.

  • Analytical skills to interpret data and make informed decisions.

  • Innovation to continuously improve and evolve the customer experience.

    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 beat your best through this process.

    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...

  • 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.


    • #LI-Hybrid