At a Glance
- Tasks: Lead the store experience strategy and create innovative customer journeys.
- Company: Join M&S, a fast-moving and inclusive company with a strong sense of purpose.
- Benefits: Enjoy a 20% discount, competitive holidays, and well-being support.
- Other info: Be part of a diverse team committed to doing the right thing.
- Why this job: Make a real impact on customer experiences while developing high-performing teams.
- Qualifications: Proven leadership in large-scale programmes and a passion for customer insight.
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.
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.
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.
- 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 well‑being support, including virtual GP access and mental health services
- One paid volunteer day a year to support a cause that matters to you
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 let us know when completing your application. This information will be picked up by our team, so we can put steps in place to help you be at your best through this process.
Head of Store Experience employer: MARKS&SPENCER
At M&S, we pride ourselves on being an inclusive and dynamic employer that values innovation and customer experience. As the Head of Store Experience, you'll lead a passionate team in shaping the future of retail, with access to extensive development opportunities, competitive benefits, and a supportive work culture that prioritises well-being and work-life balance. Join us in making a meaningful impact while enjoying perks like a generous colleague discount and flexible family policies.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Store Experience
✨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&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&SPENCER!
We think you need these skills to ace Head of Store Experience
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&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&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&SPENCER that you’re ready to jump in and contribute right away!
How to prepare for a job interview at MARKS&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!
