At a Glance
- Tasks: Lead the transformation of in-store experiences and create seamless customer journeys.
- Company: Join M&S, a forward-thinking retail leader with a strong sense of purpose.
- Benefits: Enjoy a 20% discount, competitive holidays, and tailored training from day one.
- Other info: Inclusive culture focused on innovation and personal development.
- 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?
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.
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 in London employer: Marks and Spencer
At Marks & Spencer, we pride ourselves on being an inclusive and forward-thinking employer, dedicated to delivering exceptional customer experiences across our UK and ROI stores. As the Head of Customer Experience, you'll thrive in a dynamic work culture that values innovation and collaboration, with ample opportunities for personal and professional growth. Enjoy a range of benefits including a generous colleague discount, competitive holiday allowance, and comprehensive wellbeing support, all while contributing to a purpose-driven organisation that is transforming the retail landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in London
✨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 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 Customer Experience in London
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let your enthusiasm for customer experience shine through. Share specific examples of how you've improved customer journeys in the past and how you plan to do it at StudySmarter.
Be Data-Driven:We love numbers! Use data and insights to back up your claims about your previous successes. Highlight how you've used customer feedback and industry trends to shape strategies that drive results.
Tailor Your Application:Make sure to customise your application to reflect the job description. Use keywords from the listing to demonstrate that you understand what we're looking for in a Head of Customer Experience.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
How to prepare for a job interview at Marks and Spencer
✨Know Your Customer Insights
Before the interview, 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 omnichannel store experience.
✨Showcase Your Leadership Style
As a potential leader, it's crucial to demonstrate your people management skills. Share specific examples of how you've developed high-performing teams and fostered a culture of collaboration and innovation in previous roles.
✨Prepare for Strategic Discussions
Expect to engage in conversations about strategic initiatives. Brush up on your knowledge of current retail trends and be ready to propose innovative ideas that align with the company's vision for customer experience.
✨Engage with Stakeholders
Highlight your ability to work across various departments. Prepare anecdotes that illustrate how you've successfully partnered with different teams to drive change and improve customer journeys in past projects.
