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 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?
- 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 — Omnichannel Leader employer: M&S
Marks & Spencer is an exceptional employer, offering a dynamic and inclusive work environment where innovation and customer focus drive success. With competitive benefits such as a generous colleague discount, tailored training, and strong family policies, employees are supported in their personal and professional growth. The company fosters a culture of collaboration and empowerment, making it an ideal place for those looking to make a meaningful impact in the retail sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience — Omnichannel Leader
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews! Research the company and its culture, especially how they approach customer experience. We want you to show them you’re not just a fit for the role, but for their team too.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family. We can’t stress enough how important it is to articulate your thoughts clearly and confidently when discussing your experience and vision.
✨Tip Number 4
Don’t forget to follow up! After an interview, send a thank-you email expressing your appreciation for the opportunity. It shows you’re genuinely interested and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Head of Customer Experience — Omnichannel Leader
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 acted as the voice of the customer and how that shaped your strategies.
Be Data-Driven:We love a good number! Incorporate data and insights into your application to demonstrate how you've used them to drive growth and improve customer journeys. It shows you're not just about ideas, but also about results.
Communicate Clearly:Your written application is your first chance to impress us, so keep it clear and concise. Use straightforward language and structure your thoughts logically to make it easy for us to see your potential.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, we can’t wait to see what you bring to the table!
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 omnichannel experience. Be prepared to discuss how you can leverage these insights to enhance customer journeys and drive engagement.
✨Showcase Your Leadership Style
As a potential leader, it’s crucial to demonstrate your leadership style. Share specific examples of how you've developed high-performing teams and managed change effectively in previous roles.
✨Understand the Omnichannel Landscape
Familiarise yourself with the latest trends in omnichannel retail. Be ready to discuss innovative strategies that could be implemented to improve the store experience and integrate technology seamlessly.
✨Engage with Stakeholders
Prepare to talk about your experience in engaging senior stakeholders. Highlight instances where you’ve cut through complexity to create clarity and direction, showcasing your ability to influence and drive strategic initiatives.
