At a Glance
- Tasks: Lead the in-store payment experience and drive continuous improvement across 600+ stores.
- Company: Join Marks & Spencer, a trusted and inclusive retail leader.
- Benefits: Enjoy a 20% discount, competitive holidays, and generous pension schemes.
- Other info: Be part of a diverse team with excellent training and career development opportunities.
- Why this job: Make a real impact on customer experiences and streamline payment processes.
- Qualifications: Proven leadership in retail, strong data skills, and a passion for customer service.
The predicted salary is between 40000 - 50000 £ per year.
At Marks & Spencer, you will lead the day-to-day operation and continuous improvement of the food payment and service proposition across 600+ stores, ensuring consistent delivery to agreed standards.
- What You’ll Do
- Lead the food payment experience: Own the end-to-end in-store payment journey, collaborating with key stakeholders to identify and reduce friction for both customers and colleagues.
Execute the peak payment plan ensuring stores are equipped to deliver peak transaction uplifts.
- Drive performance: Improve transaction speed, queue flow, and ease of payment using transactional data.
Optimise resourcing in payment areas, including peak trading periods, maintaining a credible M&S payment module.
- Use data to influence decisions: Analyse transactions, complaints, and customer insight to build evidence-led recommendations.
Develop both capital and Operational Expenditure business cases to support investment in tilling and payment infrastructure.
- Deliver change: Lead the rollout of key payment initiatives, such as tilling and Scan & Shop investment, technology upgrades and new initiatives, translating strategy into clear, practical actions for stores.
- Work closely with the property transformation team ensuring the payment propositions in new and renewal stores align to blueprint.
Engage and coach stores ensuring a successful launch.
- Drive continuous improvement: Work with stakeholders to identify, test, and scale practical in-store solutions, landing improvements quickly through strong cross‑functional collaboration.
- What Good Looks Like
- Faster, simpler payment journeys in store.
- Strong colleague understanding and adoption of change.
- Measurable productivity and cost improvements to support the retail plan.
- Complaints reduced and customer feedback improving.
- What You’ll Bring
- Proven leadership experience in retail and operations, with a strong focus on delivery, standards, and results.
- A genuine passion for the customer, continually seeking to understand and improve every aspect of the experience.
- A strong data mindset, with the ability to turn insight into action through influencing key stakeholders or coaching of store leadership.
- A clear communication style, with the ability to simplify priorities for stores.
- What’s in it for you
- 20% colleague discount across all M&S products and many third‑party brands for you and a member of your household.
- Competitive holiday entitlement with the potential to buy extra holiday days.
- Discretionary bonus schemes awarded based on how you achieve your personal objectives and the company’s performance.
- A generous Defined Contribution Pension Scheme and Life Assurance.
- A dedicated welcome to the team with a tailored induction and a range of training programmes to develop your skills.
- Perks and discounts via the M&S Choices portal to maximise your financial and personal wellbeing.
- Industry‑leading parental, adoption and neonatal policies, providing support and flexibility for your family.
- Access to a range of wellbeing support, including a 24/7 Virtual GP and PAM Assist.
- A charity volunteer day to support a cause you’re passionate about through a dedicated day away from work.
- Everyone’s welcome
Marks & Spencer strives to be an inclusive organisation, trusted and admired by colleagues, customers and suppliers.
The company is 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.
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.
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StudySmarter Expert Advice🤫
We think this is how you could land Store Experience Manager
✨Get Your Retail Game On
Start by getting to know the local retail scene. Make a list of stores that align with your vibe and visit them. You'll be surprised at how many job openings come from chatting with staff or managers in-store. Plus, showing that you have a genuine interest in their brand can make you stand out when applying for that full-time role!
✨Join Retail Networks and Forums
Tap into retail-specific communities and forums, whether online or in-person. Platforms like Retail Week or local retail meetups can provide invaluable insights and connections. You never know who might drop a tip about an upcoming job at companies like Marks and Spencer, so don’t miss out on building those relationships!
✨Be Ready for Busy Season Opportunities
Keep your eyes peeled for seasonal hiring windows, especially in the run-up to major shopping periods. Retailers often look for full-time staff to carry through busy times and may even keep you on after the season. Stay proactive by regularly checking in with your favourite retailers about their hiring plans.
✨Show Off Your Customer Service Skills
Retail’s all about customer interactions, so make sure you showcase any relevant experience in your conversations and interviews. Share specific examples of your customer service skills and how they’ve led to positive outcomes. This is your moment to shine when applying to roles at places like Marks and Spencer!
We think you need these skills to ace Store Experience Manager
Some tips for your application 🫡
Show Off Your Customer Service Skills:In retail, customer service is key! Make sure your CV highlights any experience where you've dealt with customers, whether it’s resolving issues or enhancing the shopping experience. Use concrete examples to demonstrate your problem-solving skills and ability to handle difficult situations with ease.
Tailor Your CV for Retail:When applying for a full-time role like this one at Marks and Spencer, customise your CV to reflect retail-specific buzzwords. Include any relevant skills such as inventory management or visual merchandising, and if you have experience with POS systems, shout about it! This will show you’re serious about joining the retail team.
Craft a Genuine Cover Letter:Don’t just repeat your CV in your cover letter! Use it as a chance to explain why you're excited about the opportunity at Marks and Spencer and how your values align with their brand. Mention specific aspects of the company that resonate with you and let your enthusiasm shine through!
Highlight Your Adaptability:In retail, things can get busy and unpredictable, so demonstrate how adaptable and flexible you are. Share examples of times you've had to adjust your approach on the fly or take on new responsibilities. This will show Marks and Spencer that you’re ready to jump in and contribute right away!
How to prepare for a job interview at Marks and Spencer
✨Show Off Your Customer Service Skills
Retail is all about providing an exceptional customer experience, so be ready to discuss your past customer service stories. We should have examples on hand of how we've handled difficult situations or gone above and beyond to meet a customer's needs. These anecdotes will bring your application to life!
✨Familiarity with Point of Sale Systems
Many retail roles require us to work with Point of Sale (POS) systems, so it's a good idea to brush up on any relevant software you’ve used before. If you’re familiar with systems like Shopify or Square, don’t forget to mention this during the interview. Highlighting technical proficiency can set us apart from other candidates!
✨Understand Product Knowledge
Be prepared to discuss the products that the store sells and how we can contribute to their sales. Showing enthusiasm for the products and a willingness to learn can impress interviewers. We should research popular items or trends in the industry before the interview, so we can speak confidently about them.
✨Be Ready for Role-Playing Scenarios
Many retail interviews include role-playing scenarios where we might have to deal with a difficult customer or upsell a product. Practising these scenarios with a friend or family member can help us feel more comfortable. The key here is to showcase our problem-solving skills and ability to remain calm under pressure!
