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.
Lead with purpose. Own the outcomes. Raise the bar.
At M&S, we're dedicated to being the most trusted retailer, prioritising quality and delivering value. Every day, we bring the magic of M&S to our customers, whenever, wherever and however they want to shop with us.
For over a century, we've set the standard, doing the right thing and embracing innovation. Today, with over 65,000 colleagues serving 32 million customers globally, we're putting quality products at the heart of everything we do.
Tomorrow holds boundless opportunities with us. We're pioneering digital innovation and shaping the future of retail where our values drive every action.
We stay close to customers and colleagues, always curious and connected. Our decisions are bold, our actions ambitious. Transparency is paramount, with straightforward, honest communication. We're constantly innovating, always striving for the best. Our focus is on aiming higher and winning together, combined with wise financial decisions to secure our future.
Join us at M&S to shape the future of retail.
