Marks and Spencer
Store Experience Manager
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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.
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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 ensuring 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.
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- 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.
- Lead with purpose. Own the outcomes. Raise the bar.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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