Overview
Store Experience Manager –
Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves.
Summary
In this role, you will lead the day-to-day operation and continuous improvement of the food payment and service proposition across 600+ stores, ensuring consistent delivery to agreed standards.
You will own and improve the end-to-end payment experience across stores, reducing customer friction, improving flow, and driving productivity through data-led insight, change delivery, and a customer-focused sales and returns journey. Working closely with stakeholders across Retail, Property, Trading, Operations, Customer Service, Finance, and Technology, you will use insight, influence and feedback to deliver practical improvements for both customers and colleagues.
All the details
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.
What’s in it for you:
Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.
Here are some of the benefits we offer that make working for M&S just that little bit more special…
20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
Competitive holiday entitlement with the potential to buy extra holiday days!
Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
A generous Defined Contribution Pension Scheme and Life Assurance.
A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
A charity volunteer day to support a charity or cause you’re passionate about through a dedicated day away from work.
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.
Lead with purpose. Own the outcomes. Raise the bar. This is your store. And your chance to shape the future of M&S. Are you ready for it? Take Your Marks and apply today.
Lead with purpose. Own the outcomes. Raise the bar.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
