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Job Description
What's in it for you?
Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever-evolving business built on doing the right thing and bringing exceptional quality, value, and service to every customer, whenever, wherever, and however they want to shop with us.
Here are some of the benefits we offer that make working for M&S just that little bit more special...
* After completing your probationary period, you'll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
* Competitive holiday entitlement with the potential to buy extra holiday days!
* Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
* A generous Defined Contribution Pension Scheme and Life Assurance.
* A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
* Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
* Industry-leading parental, adoption, and neonatal policies, providing support and flexibility for your family.
* Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
* A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.
What you'll do
As the Customer Insight & Reporting Analytics Manager, you will develop and evolve our Customer Experience measurement framework to help M&S understand our customers' experience in the markets we operate and support with the influence of improving customer pain points.
* Deliver impactful customer insight reporting which provides timely, accurate data and insight across the different markets from an omnichannel perspective. Creating clear and accurate narratives on customer themes for stakeholders to drive action.
* Ensure measurements are fit for purpose, consistent, and provide actionable insight.
* Keep the playbook up to date so partners are aware of requirements.
* Gather data through multiple customer touchpoints / CX measures to identify trends and provide insight to assist key stakeholders. Managing queries from partners about their CX measurements and reporting, finding ways to efficiently communicate wider changes.
* Collaborate with Insight teams across the business to share best practices and deliver holistic reporting into the business.
* Develop the automation of reports to improve efficiency where possible.
* Build and roll out a customer focus group in key strategic markets, deep diving to understand key issues and share findings and build action plans with key stakeholders.
* Draw data from multiple sources to determine customer sentiment and experience, establish and carry out qualitative research to understand customer challenges.
Who you are
* Experience within a similar role, within retail would be highly desirable.
* Excellent communication and presentation skills using a variety of tools (e.g. Excel, PowerBi, PowerPoint) with a passion for impactful storytelling that engages stakeholders and inspires action.
* Effective stakeholder management skills, acting as the customer conscious across different business teams. Ability to prioritise stakeholder requests based on resource and criticality.
* Ability to analyse customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer experience.
* Excellent attention to detail and focus on accuracy of all output.
* Ability to work under pressure and meet tight deadlines.
* Proven line management experience.
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 to put steps in place to help you be at your best through this process.
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About Us
M&S is ready to push boundaries to lead the industry into a greener, speedier, more inspiring digital era. That's why we're revolutionising how we work and offering our most exciting opportunities yet. There's never been a better time to be part of our team.
Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers, and suppliers. Join us and make an immediate impact. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process and we are happy to talk smart/flexible working.
About the Team
Marks and Spencer is a unique British heritage brand with a history of 'firsts' and we enjoy the fact that everything we do has the potential to impact and delight over 29 million customers daily.
Our International business is now being invested in and the results are starting to show as we outgrow competitors. M&S has a significant International presence: 433 wholly owned, jointly owned, or franchised stores in 56 territories across Europe, Asia, and the Middle East and has online sites in over 100 markets.
We have a team in place who share some impressive International experience and have created a clear strategy which will deliver ambitious goals. We have the benefits of being a smaller team; we've removed unnecessary rules and we want entrepreneurial thinking. There is a lot to do and we'd like your expertise.
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