Proposition Manager

All the details

Please note this role is a fixed term contract covering maternity

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.

• 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

As Loyalty Proposition Manager, you will play a pivotal role in shaping and evolving our market-leading loyalty programme. You'll lead the development of future propositions - from defining the problem or concept through to delivery - working closely with teams across commercial, marketing, insights, product, and operations. Your responsibilities include monitoring industry and customer trends, managing stakeholder engagement, ensuring the successful delivery of new propositions and supporting the ongoing evolution of our loyalty strategy and roadmap.

This role directly influences how customers are rewarded, recognised, and retained. You'll have the chance to shape propositions that set new standards in retail loyalty and ensure M&S remains at the forefront of loyalty innovation.

• Lead end-to-end proposition development - from problem definition and concept creation through to delivery. This includes customer research and testing, business case development, roadmap planning, and securing senior stakeholder sign-off.
• Drive cross-functional collaboration with Sparks teams (commercial, operations, marketing, analytics, product, and delivery) to ensure propositions reflect M&S brand values, are robust, customer-centric, and ready for implementation.
• Measure success through impact - multiple new propositions launched, achievement of key performance metrics, and a clearly defined, ambitious, and deliverable loyalty roadmap.
• Stay ahead of trends by continuously monitoring global loyalty developments, industry shifts, and customer insights to inform strategic decisions.
• Partner with Finance to develop business cases, model commercial outcomes, and assess customer value. Ensuring all propositions are commercially viable, brand enhancing, and customer positive.
• Shape the future roadmap working closely with the Proposition and Product teams, identifying opportunities that keep Sparks at the forefront of loyalty innovation and supporting clear prioritisation ensuring all investment decisions are customer-led and commercially grounded.
• Work closely with Product, Engineering and Data Science to define customer first product requirements.
• Champion the future vision of Sparks and build alignment where required across Marketing, Food, FHB, Financial Services, Retail, Online, Product, Analytics and Tech.

• Proven experience in loyalty, customer growth or strategy roles within retail, consumer brands, or consulting. With demonstrated success in developing new propositions from concept to delivery.
• Curious and customer-centric mindset, consistently seeking ways to enhance the customer experience.
• Commercially astute, with a deep understanding of customer value drivers and profitability levers and expertise in business case development
• Exceptional storytelling and communication skills, with strong senior stakeholder engagement experience
• Strong ability to collaborate across multi-functional teams and confidently present to many different types of stakeholders.
• Strategic problem solver - comfortable with ambiguity, proactive and able to structure & prioritise time to manage complex challenge.
• Passionate about global loyalty trends, with a strong knowledge base and ability to translate insights into actionable strategies.

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…