Program Manager

Summary

At M&S, we're transforming how we serve customers through technology, automation and AI-enabled experiences. As Lead Customer Service Transformation Manager, you will lead the strategic transformation and technology programme for the M&S Customer Contact Centre, shaping and delivering a future-ready operating model that improves customer experience, colleague experience and operational performance.

Working across Customer Services, Customer Experience, Technology and third-party partners, you will bring structure, governance and pace to complex change programmes, ensuring new capabilities are implemented in a controlled, customer-led and commercially focused way across both in-house and outsourced operations.

While this role can be based in either London or Manchester, you'll work closely with teams across the business and should be comfortable travelling regularly to other Support Centre locations as required.

• Lead the end-to-end delivery of strategic transformation and technology programmes across the Customer Contact Centre, ensuring robust governance, clear delivery plans, milestones, risks and benefit realisation.
• Shape and embed future-ready, customer-led and digitally enabled ways of working that improve customer, colleague and operational outcomes across in-house and partner operations.
• Partner with Technology, Customer Experience, Operations and third-party suppliers to deliver new systems, automation, AI-enabled tools and digital capabilities that improve service performance.
• Translate strategic priorities into programme roadmaps, business cases, delivery plans and executive-ready updates that support informed decision-making and investment choices.
• Manage programme governance, dependencies, risks and issues, proactively identifying and resolving barriers whilst maintaining pace, alignment and delivery focus.
• Use customer feedback, operational insight and performance data to measure outcomes, identify improvement opportunities and ensure transformation benefits are sustainable and measurable.

• A strategic transformation leader with experience delivering complex technology, digital or operational change programmes within customer-focused environments.
• Customer-obsessed and passionate about using technology, automation, AI and continuous improvement to make services simpler, faster and more human.
• A confident communicator who can translate complex technical detail, data and challenges into clear recommendations and actions for senior stakeholders.
• An influential stakeholder manager who creates alignment across cross-functional teams, suppliers and business leaders whilst balancing competing priorities.
• Highly organised, resilient and comfortable operating at pace in evolving and ambiguous environments where priorities can shift quickly.
• A commercially minded problem solver with a relentless focus on delivering measurable customer, colleague and business benefits.

• Proven experience leading complex transformation, technology or digital change programmes within customer service, contact centre, retail or operational environments.
• Strong programme management expertise, including governance, planning, dependency management, risk management, reporting and benefit realisation.
• Good understanding of contact centre operations, customer journeys, service performance measures and the role technology plays in improving customer and colleague experiences.
• Experience working with technology teams, product owners, operational leaders and third-party suppliers to deliver new systems, automation and AI-enabled capabilities.
• Strong analytical, stakeholder management and influencing skills, with the ability to use data and insight to inform decisions, drive continuous improvement and build alignment.
• Experience leading business readiness and change management activity, ensuring successful adoption and long-term sustainability of transformation outcomes.

• 20% colleague discount across all M&S products and many of our third party brands for you and a…