At a Glance
- Tasks: Lead the store experience strategy and create seamless customer journeys across all channels.
- Company: Join M&S, a fast-moving and inclusive company 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 drive transformational change in retail.
- Qualifications: Strategic leader with experience in large-scale programmes and a passion for customer experience.
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 Burnley 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'll 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 well-being and work-life balance. Join us in making a meaningful impact while enjoying perks like a generous colleague discount, flexible holiday options, and a commitment to your personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Store Experience in Burnley
✨Tip Number 1
Network like a pro! Get out there and connect with people in the retail industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on your dream job!
✨Tip Number 2
Show off your expertise! Create a portfolio or a presentation that highlights your past successes in enhancing customer experiences. This will not only demonstrate your skills but also give you something tangible to discuss during interviews.
✨Tip Number 3
Prepare for those interviews! Research the company’s current store experience strategies and think about how you can contribute. Be ready to share your ideas on how to drive innovation and improve customer journeys.
✨Tip Number 4
Apply through our website! We love seeing candidates who are genuinely interested in joining us. Tailor your application to reflect your passion for creating seamless, omnichannel experiences and show us why you’re the perfect fit for the Head of Store Experience role.
We think you need these skills to ace Head of Store Experience in Burnley
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the Head of Store Experience role shine through. We want to see how your passion for customer experience and innovation aligns with our vision at StudySmarter.
Be Data-Driven:Use specific examples from your past experiences that highlight your ability to leverage data and insights. We love candidates who can demonstrate how they’ve used data to drive impactful changes in store experiences.
Tailor Your Application:Make sure to customise your application to reflect the key responsibilities and skills mentioned in the job description. We appreciate when candidates take the time to connect their experiences directly to what we’re looking for.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at StudySmarter.
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 in-store experience and drive customer loyalty.
✨Showcase Your Leadership Style
As a potential leader, it's crucial to demonstrate your people management skills. Share examples of how you've developed high-performing teams and fostered a culture of growth and resilience in previous roles.
✨Emphasise Omnichannel Strategy
Highlight your understanding of omnichannel retailing. Discuss specific strategies you've implemented that successfully integrated online and offline experiences, showcasing your ability to drive transformation across various platforms.
✨Engage with Stakeholders
Prepare to talk about your experience in engaging senior stakeholders. Use examples to illustrate how you've navigated complex situations and created clarity in your previous roles, ensuring alignment across different departments.
