Summary

This is an outstanding opportunity for an expert in payment, cash and fraud operations to join Marks and Spencer and set the strategy for minimising losses across these areas. This new role has been established given the impact of payment, returns and online fraud on Marks and Spencer's operations and financial results. The role holder will need excellent stakeholder management skills to influence across the payment, ecommerce, logistics and store teams.

About the Role

• Be the subject matter expert in cash loss across M&S plc
• Create and own the cash loss reduction plan for M&S plc
• Identify and manage cash loss across the end to end operation of M&S plc
• Create appropriate policies and procedures to support in minimising cash loss
• Create solutions for minimising cash holding and the labour/cost required for cash operations in M&S
• Maintain relationships with Treasury, Insurance and 3rd party cash in transit and cash processing providers
• Create and monitor KPIs for cash loss
• Be the subject matter expert on stock loss through self service payment (SCOT, Scan and Shop handheld and mobile) and through served payment points
• Create appropriate policies and procedures in place minimising stock loss through all payment points
• Develop and monitor KPIs for stock loss through payment
• Work with the Technology Product Owners for payment products to identify and implement technology that minimises stock loss through all payment points
• Be the subject matter expert on payment fraud across M&S plc
• Identify and manage payment fraud across the end to end operation of M&S plc
• Work with the Dotcom operations team to ensure that appropriate payment fraud mitigations are in place
• Be the product owner of the checkout data analysis tool (Secure), ensuring that the tool is fit for purpose and used to its potential across M&S
• Ensure that the Security Operations Centre are identifying individuals frequently defrauding M&S plc through payment fraud (including discount and voucher fraud)
• Be the subject matter expert on returns
• Create appropriate policies and procedures in place to support minimising stock loss through returns processes
• Develop and monitor KPIs for stock loss through returns
• Stay abreast of industry developments and opportunities to enhance M&S’ capabilities in payment, cash, and fraud

• Good understanding of M&S payment processes and procedures
• Good understanding of M&S cash handling processes and procedures
• Ability to identify innovative/cost effective solutions that will improve accuracy at payment points and minimise cash loss and payment fraud
• Strong analytical skills, with an ability to evaluate multiple sources of data
• Skilled influencer able to identify opportunities and engage others in delivering solutions
• Skilled communicator in all forms, with an ability to distil complex information in an easily understood way and influence accordingly