At a Glance
- Tasks: Lead customer experience strategy and innovate omnichannel store experiences.
- Company: Join M&S, a forward-thinking retailer committed to inclusivity and innovation.
- Benefits: Enjoy a 20% discount, competitive holidays, and strong pension plans.
- Other info: Be part of a diverse team shaping the future of retail.
- Why this job: Make a real impact on customer journeys and drive transformational change.
- Qualifications: Proven leadership in customer experience and strategic programme delivery.
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 in London 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, 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.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in London
✨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 recommend using the STAR method to structure your answers – it’ll help you showcase your skills effectively!
✨Tip Number 3
Showcase your passion for customer experience! During interviews, share specific examples of how you've improved customer journeys in the past. This will demonstrate your strategic mindset and commitment to excellence.
✨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 are proactive about their job search!
We think you need these skills to ace Head of Customer Experience in London
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let your enthusiasm for customer experience shine through. Share specific examples of how you've made a positive impact in previous roles, and how you can bring that same energy to our team at StudySmarter.
Be Data-Driven:We love numbers! Use data and insights to back up your achievements and ideas. Highlight any experience you have with analytics or customer feedback that helped shape your strategies. This will show us you're not just about the talk, but also about the results.
Tailor Your Application:Make sure to customise your application to fit the Head of Customer Experience role. Use keywords from the job description and align your skills and experiences with what we're looking for. This shows us you’ve done your homework and are genuinely interested in the position.
Keep It Clear and Concise:While we want to know all about you, it's important to keep your application clear and to the point. Avoid jargon and long-winded explanations. A well-structured application makes it easier for us to see your potential and understand your journey.
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 examples of how you've developed high-performing teams and fostered a growth mindset. Highlight your ability to inspire and engage colleagues while balancing efficiency with customer convenience.
✨Prepare for Stakeholder Engagement
Expect questions about how you engage with senior stakeholders. Think of instances where you've cut through complexity to create clarity and direction. Be ready to discuss your strategies for managing governance and change impact across different departments.
✨Emphasise Your Future-Focused Mindset
Marks & Spencer is looking for someone who is curious and resilient. Prepare to talk about how you stay ahead of industry trends and push boundaries in customer experience. Share your vision for future-ready customer journeys and how you plan to implement them.
