At a Glance
- Tasks: Lead the transformation of in-store experiences and create seamless customer journeys.
- Company: Join M&S, a fast-moving and inclusive retail giant with a strong sense of purpose.
- Benefits: Enjoy a 20% discount, competitive holidays, and tailored training from day one.
- Other info: Work in a dynamic environment with opportunities for personal and professional growth.
- Why this job: Be the voice of the customer and shape innovative omnichannel experiences that make a difference.
- Qualifications: Strategic leader with experience in transformational change and a passion for customer experience.
The predicted salary is between 60000 - 80000 £ per year.
We're looking for an ambitious and future focused leader 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 Customer Experience in Burnley employer: Marks and Spencer
At M&S, we pride ourselves on being an inclusive and dynamic employer that values innovation and customer-centricity. As the Head of Customer Experience, you'll be at the forefront of transforming our omnichannel store proposition, supported by a strong culture of collaboration and continuous development. With competitive benefits, a focus on employee wellbeing, and opportunities for personal growth, M&S is committed to creating a rewarding environment where you can thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in Burnley
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience strategy and think about how your skills can enhance it. Show them you're not just a fit for the role, but for their team too!
✨Tip Number 3
Practice your pitch! Be ready to articulate your vision for customer experience and how you can lead transformation. Use real examples from your past experiences to demonstrate your impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Head of Customer Experience in Burnley
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let your enthusiasm for customer experience shine through. We want to see how you can be the voice of the customer and what innovative ideas you have to enhance their journey.
Be Data-Driven:Use insights and data to back up your claims. We love candidates who can demonstrate how they’ve used customer insights to drive change and improve experiences in previous roles.
Tailor Your Application:Make sure to customise your application to reflect the specific requirements of the Head of Customer Experience role. Highlight relevant experiences that align with our omnichannel strategy and transformational goals.
Keep It Clear and Concise:We appreciate clarity! Make your application easy to read and straight to the point. Avoid jargon and focus on how your skills and experiences make you the perfect fit for us.
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 sector. Be prepared to discuss how you would leverage this information to enhance the omnichannel store experience. Show that you understand the voice of the customer and can translate that into actionable strategies.
✨Demonstrate Leadership Skills
As a potential leader, it's crucial to showcase your ability to inspire and develop teams. Prepare examples of how you've successfully led transformational change in previous roles, focusing on your communication style and how you engage with stakeholders at all levels.
✨Emphasise Your Strategic Mindset
Highlight your strategic thinking by discussing past experiences where you've set and executed a successful store experience strategy. Be ready to explain how you balance customer convenience with operational efficiency, and how you plan to drive innovation in the role.
✨Showcase Your Curiosity and Resilience
Employers love candidates who are curious and resilient. Share instances where you've pushed boundaries or adapted to challenges in the retail environment. This will demonstrate your future-focused mindset and your commitment to continuous improvement in customer experience.
