Knowledge Manager

We’re looking for a proactive and forward‑thinking Knowledge Manager to transform how knowledge supports our Customer Service teams.

You’ll own and evolve The Knowledge Hub (TKH)—ensuring colleagues have clear, accessible, and accurate information to deliver exceptional service. Acting as the connector across Activity, Communications, and Knowledge, you’ll play a critical role in helping us become the UK’s number one Customer Service team.

This role can be based in either Chester or London (with regular travel to Chester as required). What You’ll Do- Own and continuously evolve The Knowledge Hub as the single source of truth, ensuring content is accurate, intuitive, and easy to access.

• Lead the end‑to‑end knowledge lifecycle—setting standards for content quality, governance, and delivery while ensuring updates land right first time.
• Shape a seamless, joined‑up approach across Activity, Communications, and Knowledge, ensuring alignment, clarity, and effective planning.
• Use insight and feedback to enhance the knowledge experience, enabling colleagues to resolve customer queries confidently and consistently.
• Drive continuous improvement and future transformation, including exploring AI and new technologies to simplify content and improve usability.

Who You Will Be- Experienced in knowledge management, content, or communications, ideally within a customer service or operational environment.

• An excellent communicator, able to translate complex information into clear, simple, and actionable content.
• A strong planner and organiser, balancing forward planning with the agility to respond to fast‑paced, reactive demands.
• Confident in stakeholder management, able to challenge, influence, and align teams across multiple functions.
• A self‑starter with strong ownership, energy, and a continuous improvement mindset—comfortable leading, making decisions, and driving progress.

What’s in it for you

Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.

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 brands for you and a member of your household.

Competitive holiday entitlement with the potential to buy extra holiday days!

Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.

A generous Defined Contribution Pension Scheme and Life Assurance.

A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.

Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.

Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.

Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.

A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

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.

Lead with purpose. Own the outcomes. Raise the bar. This is your store. And your chance to shape the future of M&S. Are you ready for it? Take Your Marks and apply today.