At a Glance
- Tasks: Lead the store experience strategy and create seamless customer journeys across all channels.
- Company: Join M&S, a forward-thinking retailer focused on quality and service.
- Benefits: Enjoy a 20% discount, competitive holidays, and strong pension plans.
- Other info: Be part of an inclusive team with excellent development opportunities.
- Why this job: Shape the future of retail and make a real impact on customer experiences.
- Qualifications: Proven leadership in transformational change and a passion for customer insight.
The predicted salary is between 60000 - 80000 € per year.
We’re looking for an ambitious and future focused Head of Store Experience to lead the omnichannel store proposition across all UK & ROI stores. Acting as the voice of the customer, you’ll remove barriers to great in-store experiences, shape new service and selling propositions, and lead transformation that delivers seamless, inspirational, and commercially impactful customer journeys. This role sits at the heart of Retail strategy, working across Property, Technology, Online and Store Operations.
What You’ll Do
- Act as the voice of the customer across the business, using insight, data, and industry trends to shape innovative omnichannel store experiences.
- Set and lead the store experience strategy, delivering propositions at pace that support the wider omnichannel service and selling agenda.
- Drive the adoption of technology and new ways of working to create seamless, future‑ready customer journeys across stores, .com, and property.
- Lead and develop the Store Experience team, ensuring strong day‑to‑day operations while balancing colleague efficiency and customer convenience.
- Partner across Retail, Property, Digital, and Technology to take omnichannel propositions from concept through to delivery, managing governance and change impact.
Who You Will Be
- A strategic, customer‑obsessed leader with experience delivering large‑scale programmes and transformational change.
- Highly influential, with the ability to engage senior stakeholders, cut through complexity, and create clarity and direction.
- Commercially minded, using customer insight and data to identify growth opportunities that drive revenue, margin, and loyalty.
- An inspiring people leader with strong communication skills, a growth mindset, and a passion for developing high‑performing teams.
- Curious, resilient, and future‑focused—always looking ahead and pushing boundaries to raise the bar for customer experience.
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‑moving 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.
- Discretionary bonus schemes linked to your performance and ours.
- 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.
Head of Store Experience in Banks employer: Marks and Spencer
At M&S, we pride ourselves on being an inclusive and dynamic employer that values innovation and customer experience. As the Head of Store Experience, you will lead a passionate team in shaping the future of retail, with access to extensive development opportunities, competitive benefits, and a supportive work culture that prioritises employee wellbeing and growth. Join us in making a meaningful impact while enjoying perks like a generous colleague discount, flexible holiday options, and comprehensive family policies.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Store Experience in Banks
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. The more people you know, the better your chances of landing that Head of Store Experience role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience in delivering transformational change and enhancing customer journeys. This will help you stand out during interviews.
✨Tip Number 3
Be ready to chat about data! Brush up on how you've used customer insights and industry trends to drive revenue and loyalty. This is key for a role focused on omnichannel experiences.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of our team at M&S.
We think you need these skills to ace Head of Store Experience in Banks
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, make sure to highlight your passion for creating exceptional customer experiences. Use examples from your past roles where you've acted as the voice of the customer and driven positive change.
Be Data-Driven:We love candidates who can back up their ideas with data! Incorporate insights and metrics that demonstrate how you've used data to shape strategies or improve store experiences in your previous positions.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. Show us how you fit into our vision for the Head of Store Experience role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at Marks and Spencer
✨Know Your Customer Insights
Dive deep into customer insights and data trends relevant to the retail industry. Be prepared to discuss how you would leverage this information to enhance the in-store experience and drive customer loyalty.
✨Showcase Your Leadership Skills
As a potential leader, demonstrate your ability to inspire and develop teams. Share specific examples of how you've successfully led transformational change in previous roles, focusing on collaboration and communication.
✨Understand Omnichannel Strategies
Familiarise yourself with omnichannel retail strategies and be ready to discuss how you would integrate technology and new processes to create seamless customer journeys across various platforms.
✨Prepare for Stakeholder Engagement
Think about how you would engage with senior stakeholders and manage complex projects. Prepare examples that highlight your ability to cut through complexity and provide clarity in your decision-making process.
