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Proposition Development Manager

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Marks and Spencer

1mo ago

  • Job
    Full-time
    Senior Level
  • Business, Operations & Strategy
    Product
  • London

AI generated summary

  • You must have a growth mindset, project management experience, strong customer focus, stakeholder management skills, and proficiency in PowerPoint & Excel, while being able to work independently and collaboratively.
  • You will enhance post-purchase journeys by analyzing customer feedback, developing propositions, managing projects, ensuring stakeholder communication, and tracking performance metrics.

Requirements

  • 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.

Responsibilities

  • 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 costs 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.

FAQs

What is the role of a Proposition Development Manager at M&S Online?

The Proposition Development Manager will lead and coordinate the strategy and development of post-purchase propositions, focusing on enhancing customer experiences and driving growth for M&S Online.

What benefits do employees receive after completing their probationary period?

Employees receive a 20% colleague discount across all M&S products and many third-party brands for themselves and a household member, along with competitive holiday entitlement, discretionary bonuses, and additional perks.

What are the key responsibilities of the Proposition Development Manager?

Key responsibilities include defining post-purchase customer journeys, monitoring customer feedback, managing cross-functional projects, developing stakeholder relationships, and ensuring progress communication across teams.

What experience is required for this role?

Previous business project management experience is essential, along with a strong growth mindset, relationship-building skills, and the ability to manage multiple priorities and ambiguities.

Is training provided for new employees?

Yes, M&S offers tailored onboarding support and a wide range of training programs to help employees develop their skills.

What kind of work environment can one expect in this role?

The environment is described as inclusive, dynamic, and fast-paced, with a focus on collaboration and support among team members.

What skills are important for a successful Proposition Development Manager?

Strong relationship-building, influencing, negotiation, communication skills, along with confident presentation abilities and proficiency in PowerPoint and Excel are important for success in this role.

How does M&S Online ensure inclusivity within the organization?

M&S strives to build diverse and representative teams and actively supports inclusive practices, allowing everyone to bring their whole selves to work.

What type of customer focus is expected from the Proposition Development Manager?

A passion for understanding customer needs and ensuring the delivery of an aspirational online customer experience, particularly for the younger customer base, is expected.

How can candidates request support during the recruitment process?

Candidates can inform the recruitment team of any support or reasonable adjustments they may need during the application process to help them perform at their best.

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Marks and Spencer

Forward thinking, future-focused and digital-first retail

Retail & Consumer Goods
Industry
10,001+
Employees
1884
Founded Year

Mission & Purpose

We hold ourselves to a very high standard here at M&S. That much has never changed. Our attention to detail, forward thinking and passion for improvement has led to the creation of some of the nation’s most loved products. But a rapidly changing world demands that we change along with it. M&S has been at the forefront of social change for the past 134 years, and we’re determined to keep it that way. Setting bolder goals and giving our people the space and resources to achieve them. Today, we are a unique retailer delivering top quality food, clothing, home products and financial services. We employ over 80,000 colleagues who serve over 32 million customers. But what about tomorrow? We’ve put customer-focused digital innovation at the heart of our business, partnering with world-class technology firms to help shape the retail experience of the future. From digital transformation to empowering people to make a positive impact on wellbeing, communities and the planet, there’s never been a more exciting time to join us. Because if you become part of our journey today, you’ll be shaping the very future of our business.

Benefits

  • Colleague Discount

    Receive 20% discounts in-store for you and members of your household

  • Bonus

    We have discretionary bonus schemes depending on your role and our business performance

  • Pay

    Our salaries are competitive and reviewed every year

  • Life Assurance

    Life cover of twice your salary up to age 70 which is double when you join your M&S pension savings plan