Customer Service Excellence Manager

2 days ago


Pudsey, Leeds, United Kingdom Marks & Spencer Plc Full time
Company Overview

Marks & Spencer Plc is a leading British multinational retailer known for its high-quality products and excellent customer service. As a Customer Service Excellence Manager, you will be part of a dynamic team that strives to deliver exceptional shopping experiences across all channels.

Job Summary

We are seeking an experienced Retail Operations Leader to join our store leadership team. This role involves driving sales, commerciality, and service standards within the store, supporting business transformation, delivering great standards, and creating a multiskilled team. Key responsibilities include analyzing data to improve customer experience, implementing the retail plan, and delivering KPI measures.

About You

The ideal candidate will have good understanding and knowledge of commercial, visual, operational, and people processes and systems. A good level of digital capability and knowledge of legal requirements are also essential. Strong leadership capabilities, including successfully embedding change, addressing resistance to change, coaching colleagues, recognizing high performance, and supporting poor performers, are required for this role. Additionally, you should have experience in creating a positive culture and utilizing data to drive business decisions.

Benefits

This role offers a competitive salary package, including a 20% colleague discount, competitive holiday entitlement, discretionary bonus schemes, a generous pension scheme, and access to a range of wellbeing support. If you are a motivated and results-driven individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

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