The Sports Edit Customer Retention Manager

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Job Description

Being a part of M&S is exactly that - becoming a part and playing your part. We're an inclusive, dynamic, exciting, and always evolving business built on core values.

Here are some of the benefits we offer that make working for M&S just that little bit more special...

• 20% colleague discount across all M&S products and many of our third party branded products for you and one member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days.
• We have discretionary bonus schemes depending on your role and our business performance.
• Get cover for twice your salary up to age 70 (double with our Pension Plan).
• We'll help you save through our Pension Savings Plan, Share Buy and Sharesave schemes.
• Save on everyday costs through discounts and offers and get access to great health benefits.
• Bike/accessory hire with Cycle to Work and save on tax and national insurance.
• Buy the latest technology with interest-free financing directly from your salary.
• Get access to resources to support your wellbeing, including a free virtual GP service.
• Support your favourite charities by donating through your pay or volunteering for them.
• Industry-leading maternity, paternity, adoption and neo-natal policies, providing support and flexibility for you and your family.

What you'll do

As The Sports Edit Customer Experience Manager you will be accountable for identifying, developing, and delivering the overall customer experience for The Sports Edit on M&S.com and in stores, to deliver the best experience for our customers across all our different touchpoints. This includes planning, coordination and delivery of new brand launches.

Your key accountabilities will include...

• Creating a mechanism to surface customer experience defects and see them through to resolution via O&O
• Create the TSE on M&S customer acquisition and success metrics (KPIs include traffic & CVR - analysing and optimising bounce rates, add to basket rates). Work with marketing and dotcom teams for them to execute. Hold teams accountable to deliver.
• Develop the TSE in-store trials test for FY23/24. Work with Space Planning and Retail to execute the in-store strategy. Analyse and adjust the store rollout plan based on success metrics.
• Lead project to reduce the return rate for TSE on M&S.com, facilitating shared learning across TSE.com and M&S.com
• Accountable for monitoring, briefing and driving the optimisation of the navigation, sports Product Listing Pages and site search for all sports related pages on M&S.com
• Work closely with the trading and commercial teams within M&S and using Adobe Analytics and Content Square to identify opportunities to optimise site performance and conversion. Accountable for the Conversion rate optimisation strategy for TSE on M&S.com
• Responsible for briefing and liaising with Onsite Trading for the optimisation of the site search and merchandising tool (Bloomreach), agreeing and coordinating testing for algorithm and boosting changes
• Accountable for the coordination and end-to-end management of new sports brand and category (menswear) launches on M&S.com. Responsible for the product launch schedule across TSE and M&S working closely with the Buying team at TSE and Content team at M&S to ensure products go live on time . Responsible for optimisation of product attribution to ensure all products appear correctly across relevant pages and search terms at all times
• Work closely with marketing and buying and merchandising teams to align and deliver promotions on site & work closely with Content & Imagery team on optimisation of Bazaarvoice - reviews and social commerce
• Ownership of the Online section within the Monday trade meetings and the monthly Activewear group sessions, coordinating with Commercial team within TSE on key actions. Attending TSE monthly trade to report on TSE on M&S performance. Creating buying review mechanism to ensure M&S has enough stock to drive growth

Who you are

Your skills and experience will include

• Experience using Klaviyo and Shopify is required.
• Currently working in a similar role in a small - medium retailer, working with external brands and delivering change programmes.
• Experience of working in a matrix organisation and proof of ability to influence.
• Experience solving Customer experienve journey defects.
• Exceptional interpersonal skills and a client-centred approach.
• A passion for sports and online shopping platforms is a huge advantage!

Everyone's welcome

M&S is ready to push boundaries to lead the retail 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 flexible working.

If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.

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

From Merchandising and Marketing - Product Development and Design, through to Supply Chain and Space Planning - our mission is to bring stylish wardrobe, home and beauty essentials to our customers via an easy, inspiring shopping experience online and in store that will delight them every time.

As we accelerate the transformation of our business to suit the changing needs of our customer, we need results-driven colleagues that not only have a passion for our product, but a strong team working ethos, creativity and a healthy commercial drive to join us on our journey.