At a Glance
- Tasks: Lead the transformation of in-store experiences and create seamless customer journeys.
- Company: Join M&S, a forward-thinking retailer shaping the future of shopping.
- Benefits: Enjoy a 20% discount, competitive holidays, and tailored training from day one.
- Other info: Inclusive culture with strong focus on development and wellbeing support.
- Why this job: Be the voice of the customer and drive impactful change in retail.
- Qualifications: Experience in leading 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.
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 in London 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 in the UK and ROI, 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 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 show that you're not just a fit for the role, but for the team too!
✨Tip Number 3
Practice your pitch! Be ready to articulate your experience and how it relates to the Head of Store Experience role. Highlight your customer-centric approach and any innovative ideas you have for enhancing store experiences.
✨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 about joining our team.
We think you need these skills to ace Head of Store Experience in London
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 made a real impact.
Be Data-Driven:We love candidates who can back up their ideas with data! Highlight any experience you have in using insights and trends to shape strategies. This will show us that you're not just creative but also commercially minded.
Tailor Your Application:Make sure to customise your application to reflect the specific requirements of the Head of Store Experience role. Mention how your skills align with the responsibilities outlined in the job description, especially around omnichannel strategies.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it’s super easy!
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 it relates to the store experience. This will help you articulate how you can act as the voice of the customer and shape innovative omnichannel experiences.
✨Showcase Your Leadership Style
Be ready to discuss your leadership approach and how you've developed high-performing teams in the past. Share specific examples of how you've inspired colleagues and driven transformation, as this role requires a strong people leader who can engage and motivate others.
✨Prepare for Strategic Discussions
Brush up on your strategic thinking skills. Be prepared to discuss how you would set and lead the store experience strategy, and think about how you can drive the adoption of technology to enhance customer journeys. Having a clear vision will impress your interviewers.
✨Engage with Stakeholders
Think about how you would partner with various departments like Retail, Property, and Technology. Prepare examples of how you've successfully engaged senior stakeholders in previous roles. This will demonstrate your ability to cut through complexity and create clarity, which is crucial for this position.
