Customer Experience Manager

Marks & Spencer Plc; Chester; Hybrid; GBP 80,000 - GBP 100,000; Full time

Job summary

A leading retail company in Chester seeks a Customer Experience Manager to enhance customer insight and reporting. You will develop measurement frameworks and analyze data to inform actionable recommendations. Strong skills in data analysis, communication, and relationship building are key. This role requires working from the Chester Contact Centre three days a week, offering a competitive benefits package including discounts, bonuses, and a supportive workplace culture.

Benefits

20% colleague discount on M&S products

Competitive holiday allowance

Discretionary bonus schemes

Strong pension and life assurance

Tailored induction and training

Exclusive perks through M&S Choices

Market-leading family policies

24/7 wellbeing support

One paid volunteer day per year

Qualifications

• Experience in customer experience and data analysis preferred.
• Proficiency in data visualisation tools, specifically Power BI.
• Strong verbal and written communication skills for storytelling.

Responsibilities

• Develop and enhance the Customer Experience measurement framework.
• Deliver customer insight reporting across the business.
• Manage third-party CX partners to ensure actionable insight.

Skills

Data analysis

Customer experience

Data visualisation

Communication skills

Attention to detail

Tools

Power BI

Excel

PowerPoint

Job description

As a Customer Experience Manager, you will play a key role in shaping how customer insight is captured, analysed, and used across the business. You will develop and evolve customer experience measurement frameworks, deliver high-quality insight reporting, and translate data into clear, compelling narratives that drive action. Working closely with internal teams, stores, and external partners, you will ensure customer insight is accurate, efficient, and impactful, supporting key initiatives, trials, and continuous improvement in the customer experience. The successful candidate will be required to work from our Chester Contact Centre three days per week.

What you’ll do

• Develop and enhance the Customer Experience measurement framework (e.g. Customer Voice, Mystery Shopping), using insight from multiple touchpoints to identify trends and address customer pain points.
• Deliver accurate, timely, and impactful customer insight reporting across the business, automating reports where possible to improve efficiency and consistency.
• Partner with the CX team to create clear, compelling narratives around customer themes that support stakeholder understanding and drive action.
• Manage third-party CX partners (e.g. Medallia, Shepper), ensuring measurements are fit for purpose, cost-effective, and provide actionable insight.
• Coordinate ad hoc insight requests and respond to store queries on CX measurement and reporting, supporting trials, trade events, and key initiatives through effective communication at scale.

Who you are

• You have an interest in, or experience within, customer experience and enjoy analysing data to generate actionable recommendations from customer feedback and survey insight.
• You are confident using data visualisation and analytics tools, with experience in Power BI, dashboard creation, and text analytics preferred.
• You communicate clearly and effectively, using tools such as Excel and PowerPoint to deliver engaging, insight-led storytelling that supports decision-making.
• You build strong working relationships across teams, acting as a customer advocate while managing and prioritising multiple stakeholder requests.
• You demonstrate strong attention to detail, can work under pressure, and consistently deliver accurate outputs within tight deadlines.

Stakeholders you will work with

• D&T Customer Experience Team
• CSC Business Intelligence Team
• Retail Analytics Team
• Store and Regional Managers
• Third-party partners (e.g. Medallia, Shepper)
• CSO teams, including Food Operations

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.

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
• One paid volunteer day a year to support a cause that matters to you

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 and put steps in place to help you be at your best through this process.