At a Glance
- Tasks: Lead the customer experience strategy and create innovative omnichannel store experiences.
- Company: Join M&S, a forward-thinking retailer committed to quality and service.
- Benefits: Enjoy a 20% discount, competitive holidays, and tailored training from day one.
- Other info: Inclusive culture with a focus on personal development and wellbeing support.
- Why this job: Be the voice of the customer and drive transformational change in retail.
- Qualifications: Proven leadership skills and experience in delivering large-scale programmes.
The predicted salary is between 60000 - 80000 € per year.
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 employer: Marks & Spencer
At Marks & Spencer, we pride ourselves on being an inclusive and forward-thinking employer, dedicated to delivering exceptional customer experiences while fostering a supportive work environment. Our commitment to employee growth is evident through tailored training programmes, competitive benefits, and a strong focus on wellbeing, ensuring that every team member can thrive both personally and professionally. Join us in shaping the future of retail, where your contributions will be valued and your career aspirations supported in a dynamic and evolving landscape.
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 your industry, especially those who work at M&S. A friendly chat can open doors and give you insider info about the company culture and what they’re really looking for.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer experience. Think about how you can showcase your strategic mindset and ability to drive change—those are key for the Head of Customer Experience role!
✨Tip Number 3
Show your passion for customer experience! During interviews, share examples of how you've used data and insights to improve customer journeys. This will demonstrate that you’re not just a fit for the role, but also genuinely care about the customer.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the M&S team and making a difference.
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. We want to see how you've used insights and data to drive change and improve customer journeys in your previous roles.
Be Strategic and Clear:When outlining your experience, focus on your strategic thinking and ability to engage stakeholders. We love clarity, so make sure your application is easy to read and showcases your leadership skills.
Demonstrate Your Commercial Mindset:Use specific examples to illustrate how you've identified growth opportunities in the past. We’re looking for candidates who can connect customer insights with commercial success, so don’t hold back!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands, and we can’t wait to see what you bring to the table!
How to prepare for a job interview at Marks & Spencer
✨Know Your Customer Insights
Dive deep into customer insights and data before your interview. Understand the current trends in customer experience and be ready to discuss how you can leverage this information to shape innovative omnichannel strategies.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership skills, especially in developing high-performing teams. Be ready to discuss how you've inspired and motivated teams in the past, as well as how you plan to do so in this role.
✨Engage with Stakeholders
Think about how you would engage with senior stakeholders. Prepare to share your approach to cutting through complexity and creating clarity. This will demonstrate your ability to influence and drive change effectively.
✨Emphasise Your Commercial Mindset
Be prepared to discuss how you've identified growth opportunities in previous roles. Use specific examples to illustrate how your commercial mindset has driven revenue and loyalty, aligning with the company's goals.
