This exciting role sits within the newly formed Brands team within C&H which was formed to deliver significant sales and profit through the introduction of external brands in new and existing categories.

You will be working on innovative new ways to incorporate new business model and process into M&S’s existing business as usual processes and supporting where new development of systems and processes are required.

This customer facing role will require you to challenge us to always think customer at any of our touchpoints be it at the sales desk, during a refund, developing a new drop ship capability or cataloguing a store with the best possible offer.

We want our customer experience to be seamless and you will play a pivotal role in defining which processes need a re-think or an improvement and which priority order they should be tackled.

You will be engaging with internal and external stakeholders, our Brands partners, our stores, our .com team, our technology team to deliver the right result for the customer.

This role is best suited to candidates who have a proven track record in commercial and operational roles in Retail both in stores and the support centre.

KEY ACCOUNTABILITIES & RESPONSIBILITIES

Support the development of business aligned, customer centric propositions that deliver business goals and targets

Day to Day ownership

• Working to provide the voice of the customer across all our operating models and channels. These channels will include retail, .com, international, wholesale, consignment, concession, agency, services, Dropship, and curated marketplace models as we grow and develop.
• Supporting with the store operations processes for new brands and the Retail Delivery Managers to hit launch dates and roll out plans
• Working on processes to improve our cataloguing capability
• Working on processes to improve our availability and reporting of our availability both in store and on .com.
• Conduct trials and work with the tech team and our Brand partners to consider what the best solutions should be for RFID tagging on Brands to ensure a greater level of stock accuracy
• Work with ISF (Boss) in stores.
• Managing the promotions and pricing for brands in store.
• Offering international support for brands.
• Looking at stock loss & soiled and damaged processes in store
• Supporting the implementation of OpenText and deliveries into stores
• Trouble shooting stock inaccuracies in store and working to improve inaccuracies
• Providing support with new store & customer facing processes, improving existing processes and in new Tech developments.

Delivering improved process and ways of working

• Support in the End-to-End delivery and integration of Brands, ensuring we are aligned across all our functions.
• Active relationships and collaborative working with relevant internal areas and ownership of external business partners

Supporting development of new capabilities for M&S

• Assist in the formulation and delivery of the overall Brands Strategy
• Development of business-aligned, customer-centric propositions that deliver business goals and targets
• Undertake trials/pilots, review findings & results and make recommendations
• Support User Acceptance Testing on new tech developments related to customers.
• Support training development and training for new tech developments related to customers.
• Supporting on development of M&S processes to enable to development of new business models such as Consignment and Dropship.
• Working closely with our Brands Technology team to deliver the future system requirements from a business perspective – gaining insight into agile ways of working and product ownership.
• Continually ensures personal behaviour reflects the vision and values of the business
• Represent the Brands strategy, plans and team internally and the M&S brand externally.

Strong Interpersonal skills

The role requires you have strong interpersonal skills that allow you to confidently collaborate with stakeholders internally and externally.