At a Glance
- Tasks: Lead the transformation of in-store experiences and create seamless customer journeys.
- Company: Join M&S, a forward-thinking retailer focused on innovation and inclusivity.
- Benefits: Enjoy a 20% discount, competitive holidays, and tailored training from day one.
- Other info: Work in a dynamic environment with a focus on diversity and growth.
- Why this job: Be the voice of the customer and drive impactful change in retail.
- Qualifications: Proven leadership in customer experience and transformational change.
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?
- 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.
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.
Head of Customer Experience employer: Marks and Spencer
Marks & Spencer is an exceptional employer, offering a dynamic and inclusive work environment where innovation and customer focus drive success. As the Head of Customer Experience, you'll be at the forefront of transforming retail, with access to extensive development opportunities, competitive benefits, and a strong commitment to employee wellbeing. Join a team that values your contributions and empowers you to shape the future of omnichannel experiences across the UK and ROI.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience
✨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 values and how they align with your own. This will help you articulate why you're the perfect fit for the Head of Customer Experience role.
✨Tip Number 3
Showcase your achievements! Be ready to discuss specific examples of how you've improved customer experiences in previous roles. Use data and insights to back up your claims and 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, 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 Customer Experience
Some tips for your application 🫡
Show Your Customer Obsession:Make sure to highlight your passion for customer experience in your application. Use examples that demonstrate how you've acted as the voice of the customer in previous roles, and how you've shaped experiences based on insights and data.
Be Strategic and Commercially Minded:We want to see your strategic thinking! In your application, share how you've identified growth opportunities and driven revenue through innovative solutions. This will show us you're not just about ideas, but also about results.
Highlight Your Leadership Skills:As a potential leader, it's crucial to showcase your ability to inspire and develop teams. Share stories that illustrate your leadership style and how you've fostered high-performing teams in the past.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Marks and Spencer
✨Know Your Customer Insights
Dive deep into customer insights and data trends before your interview. Understand what drives customer satisfaction and how the company currently addresses these needs. This will help you articulate how you can enhance the omnichannel store experience.
✨Showcase Your Leadership Style
Prepare to discuss your leadership approach and how you've successfully led teams through transformational change. Be ready with examples that highlight your ability to inspire and develop high-performing teams, as this role requires strong people leadership.
✨Understand the Omnichannel Strategy
Familiarise yourself with the company's current omnichannel strategies and be prepared to discuss how you would contribute to or enhance these initiatives. Highlight your experience in driving technology adoption and creating seamless customer journeys.
✨Engage with Stakeholders
Think about how you would engage with senior stakeholders across various departments. Prepare examples of how you've navigated complex environments and built consensus in the past, as this role involves significant cross-functional collaboration.
