Ready to turn change into something people understand, embrace and sustain? We’re looking for a Change Manager to join our Customer Services / Central Store Operations team, helping to shape and deliver change that makes a meaningful difference for our customers, colleagues and business. You’ll combine change and project management expertise with strong storytelling, collaboration and a data-led approach, taking initiatives from initial idea through to successful adoption and measurable impact.
What You’ll Be Doing
Your key accountabilities will include:
- Lead change from end to end, creating structured change plans using ADKAR principles and bringing together communications, engagement, training and adoption measurement to make change stick.
- Turn complexity into clarity, translating change into engaging, accessible narratives and carrying out impact assessments to understand who is affected and how best to support them.
- Deliver projects that make an impact, managing multiple initiatives through clear plans, achievements, governance and success measures, while proactively managing risks, issues and dependencies.
- Bring people with you, building strong relationships with sponsors, senior leaders, operational teams, technology partners and end users, ensuring colleague and customer voices help shape the change.
- Measure what matters, using MI, customer feedback and operational metrics to track adoption, demonstrate benefits and see opportunities to continuously improve how change is delivered.
Who you are
Your skills and experience will include:
- Strong change management expertise, with an understanding of change principles and practical experience applying approaches such as the ADKAR model.
- Confident project and delivery management skills, with the ability to plan and manage multiple initiatives, governance, risks and measurable outcomes.
- Excellent communication and collaboration skills, adapting your style effectively to engage different audiences and bring people together around shared objectives.
- A proactive, solutions-focused approach, comfortable identifying and managing risks, assumptions, issues and dependencies while adapting to changing circumstances.
- Experience of transformation and continuous improvement, ideally within customer service, with the ability to balance competing priorities and deliver at pace in a fast-moving environment.
What’s in it for you?
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 paced and always evolving, with a strong sense of purpose and a focus on doing the right thing.
Here are just a few of the benefits that make working here even more rewarding:
- 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
- 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.
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