At a Glance
- Tasks: Lead the customer experience strategy and drive innovative omnichannel store experiences.
- Company: Join M&S, a forward-thinking retailer committed to quality and inclusivity.
- Benefits: Enjoy a 20% discount, competitive holidays, and strong pension plans.
- Other info: Inclusive culture with opportunities for personal and professional growth.
- Why this job: Be a key player in transforming retail and enhancing customer journeys.
- Qualifications: Proven leadership in customer experience and transformational change.
The predicted salary is between 60000 - 80000 € per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
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.
- 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: M&S
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 like a generous colleague discount, 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 can flourish in a dynamic and innovative setting.
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 or similar companies. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience and leadership. We all know how important it is to show off your strategic thinking and people skills, so get comfy talking about your past successes!
✨Tip Number 3
Show your passion for customer experience! When you get the chance to speak with hiring managers, share your ideas on how to enhance customer journeys. This will demonstrate your commitment and innovative mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
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. Use examples from your past roles where you've put the customer first and how that shaped your decisions.
Be Data-Driven:Since this role involves using data to drive decisions, don’t shy away from showcasing your analytical skills. Mention specific instances where you’ve used data to identify opportunities or improve customer journeys.
Communicate Clearly:Your written application should reflect your strong communication skills. Keep it clear and concise, and make sure to tailor your language to match the job description. We want to see your personality shine through!
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. Don’t miss out!
How to prepare for a job interview at M&S
✨Know Your Customer Insights
Before the interview, dive deep into customer insights and data relevant to the role. Understand how these insights can shape innovative omnichannel experiences. Be ready to discuss specific examples of how you've used data to drive customer satisfaction in previous roles.
✨Showcase Your Leadership Style
As a Head of Customer Experience, your leadership style is crucial. Prepare to share your approach to developing high-performing teams and how you inspire others. Think of examples where you've successfully led transformational change and engaged senior stakeholders.
✨Emphasise Your Strategic Mindset
This role requires a strategic thinker. Be prepared to discuss how you've identified growth opportunities using customer insight and data. Highlight any large-scale programmes you've delivered and how they contributed to revenue and loyalty.
✨Demonstrate Your Passion for Innovation
Marks & Spencer is looking for someone who pushes boundaries. Share your thoughts on future trends in customer experience and how technology can enhance customer journeys. Bring ideas on how you would drive the adoption of new ways of working within the team.
