Summary
As a Product Manager within the Post Purchase and Customer Support team, you will be responsible for improving the experiences, tools and capabilities that support customers and colleagues across all customer support interactions.
You will work closely with the Senior Product Manager for Customer Support to identify opportunities to improve customer satisfaction, reduce customer effort, increase operational efficiency and enhance the colleague experience.
Working across customer journeys, colleague tooling, operational processes, automation capabilities and contact centre technologies, you will define and deliver product improvements that create measurable value for customers, colleagues and the business.
You will partner with Engineering, Operations, Data & AI, Design and Service teams to shape product strategy, prioritise investment and deliver continuous improvement across the customer support experience.
What you'll do
Define and deliver the product roadmap, ensuring priorities align to customer, colleague and operational outcomes.
Own and prioritise the product backlog, balancing business needs, customer value and product health.
Partner with Customer Support, Engineering, Design and Delivery teams to identify problems and deliver effective solutions.
Use customer, colleague and operational insight to drive product decisions, performance improvements and adoption.
Identify opportunities to simplify support experiences through automation, self-service and technology innovation.
Who you are
You have experience managing digital, technology or operational products within an agile environment.
You are confident prioritising backlogs and turning business and operational challenges into customer-focused outcomes.
You use data, insight and performance measures to make decisions and drive continuous improvement.
You build strong relationships across Product, Engineering, Operations and business teams, influencing stakeholders at all levels.
You are customer-focused, commercially aware and comfortable working in a fast-paced environment with competing priorities.
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
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.
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Skills Required
- Experience managing digital, technology, or operational products within an agile environment
- Experience prioritising product backlogs
- Ability to translate business and operational challenges into customer-focused outcomes
- Ability to use data, insights, and performance measures to make decisions and drive continuous improvement
- Strong stakeholder relationship-building and influencing skills across Product, Engineering, Operations, and business teams
- Customer-focused and commercially aware approach
- Ability to work in a fast-paced environment with competing priorities
What We Do
At M&S, we're dedicated to being the most trusted retailer, prioritising quality and delivering value. Every day, we bring the magic of M&S to our customers, whenever, wherever and however they want to shop with us. For over a century, we've set the standard, doing the right thing and embracing innovation. Today, with over 65,000 colleagues serving 32 million customers globally, we're putting quality products at the heart of everything we do. Tomorrow holds boundless opportunities with us. We're pioneering digital innovation and shaping the future of retail where our values drive every action. We stay close to customers and colleagues, always curious and connected. Our decisions are bold, our actions ambitious. Transparency is paramount, with straightforward, honest communication. We're constantly innovating, always striving for the best. Our focus is on aiming higher and winning together, combined with wise financial decisions to secure our future. Join us at M&S to shape the future of retail.
