We’re looking for an ambitious and future focused Head of Store Experience to lead the omnichannel store proposition across all UK & ROI stores. Acting as the voice of the customer, you’ll remove barriers to great in-store experiences, shape new service and selling propositions, and lead transformation that delivers seamless, inspirational, and commercially impactful customer journeys. This role sits at the heart of Retail strategy, working across Property, Technology, Online and Store Operations.
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.
Here are just a few of the benefits that make working here even more rewarding:
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
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