About This Role
This role involves partnering with M&S Financial Services, M&S Sparks Loyalty, M&S Bank, and other third parties to design and deliver operational strategies for the M&S Financial Services loyalty program. The manager will focus on implementation and optimization across M&S Stores, the M&S Contact Centre, and the M&S Bank Contact Centre.
Responsibilities
- Translate strategic objectives into operational plans and lead loyalty program work streams from design and implementation through to ongoing optimization
- Design and improve end-to-end customer journeys, processes, and digital-first contact experiences to increase satisfaction, reduce friction, control costs, and deliver good customer outcomes
- Lead the customer servicing transformation across stores, online channels, and contact centers, ensuring colleagues are trained and equipped to resolve queries accurately and efficiently
- Oversee customer communications and the accurate, timely, and budget-controlled delivery of loyalty rewards, while preventing program misuse and abuse
- Bring cross-functional stakeholders together to remove delivery barriers, manage operational risks and incidents, represent the function in governance forums, and support the wider Operations team
Requirements
- Proven experience leading complex, cross-functional programs from initial design through implementation and completion, with clear ownership of outcomes, risks, and dependencies
- Strong influencing, communication, and stakeholder-management skills, with the credibility to represent customer, colleague, operational, and Financial Services needs at all levels
- Detailed knowledge of customer loyalty programs, contact centers, customer-facing store operations, and the Financial Services regulatory environment
- Excellent analytical, problem-solving, and attention-to-detail skills, using customer and colleague insight to identify opportunities and deliver effective solutions
- Proven ability to map customer journeys and processes, translate findings into improvements, and adapt priorities to improve efficiency, effectiveness, and satisfaction
Benefits
- 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
