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: Join a diverse team committed to making impactful changes in retail.
- Why this job: Be the voice of the customer and shape the future of retail.
- Qualifications: Proven leadership 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?
- 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 Store 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 Store Experience, you'll lead transformative initiatives that enhance customer journeys while benefiting from competitive perks such as a generous colleague discount, tailored training, and comprehensive wellbeing support. Join a forward-thinking team dedicated to shaping the future of retail, where your contributions will be valued and your professional growth nurtured.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Store Experience
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues 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 Store Experience role.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss your experience in driving transformation and leading teams. Use specific examples that highlight your ability to create seamless customer journeys and inspire others.
✨Tip Number 4
Don't forget to 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
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let your enthusiasm for creating amazing customer experiences shine through. Use examples from your past roles to demonstrate how you've acted as the voice of the customer and driven positive change.
Be Data-Driven:We love a good number! Make sure to highlight your experience with data and insights in your application. Show us how you've used these tools to shape strategies and identify growth opportunities in previous roles.
Highlight Your Leadership Skills:As a potential leader in our team, it's crucial to showcase your ability to inspire and develop others. Share stories that illustrate your leadership style and how you've successfully managed teams to achieve great results.
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. We can’t wait to hear from you!
How to prepare for a job interview at Marks and Spencer
✨Know Your Customer Insights
As the Head of Store Experience, you'll need to act as the voice of the customer. Make sure you come prepared with insights and data about customer preferences and trends in retail. This will show your understanding of the role and how you can shape innovative omnichannel experiences.
✨Demonstrate Strategic Thinking
This role requires a strategic mindset. Be ready to discuss how you've previously set and led strategies that improved customer journeys. Use specific examples to illustrate your ability to drive transformation and deliver impactful results.
✨Showcase Your Leadership Skills
You’ll be leading a team, so it’s crucial to highlight your experience in developing high-performing teams. Share stories that demonstrate your inspiring leadership style and how you've successfully engaged and motivated colleagues in past roles.
✨Prepare for Stakeholder Engagement
Engaging senior stakeholders is key in this position. Think about times when you've effectively communicated complex ideas and gained buy-in from various parties. Prepare to discuss your approach to building relationships and driving collaboration across different departments.
