At a Glance
- Tasks: Lead the in-store payment experience and drive performance improvements.
- Company: Join a leading retail brand focused on customer satisfaction.
- Benefits: Competitive salary, career development opportunities, and a dynamic work environment.
- Other info: Collaborative culture with opportunities for continuous improvement and innovation.
- Why this job: Make a real impact on customer experiences and streamline payment processes.
- Qualifications: Proven leadership in retail, strong data analysis skills, and a passion for customer service.
The predicted salary is between 40000 - 50000 £ per year.
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 and translate strategy into clear, practical actions for stores.
- Work closely with the property transformation team ensuring the payment propositions in new and renewal stores aligns to blueprint.
Engage and coach stores ensuing 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.
Lead with purpose. Own the outcomes. Raise the bar.
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Store Experience Manager employer: MARKS&SPENCER
At MARKS&SPENCER, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel. As an Engineering Strategy Lead in Greater London, you will benefit from a supportive environment that prioritises professional growth, offers mentorship opportunities, and encourages the adoption of cutting-edge technologies. Join us to be part of a team that values excellence and is committed to making a meaningful impact in the retail sector.
