John Lewis Senior Store Manager Interview Questions and Answers

The role of a Senior Store Manager at John Lewis is one of high responsibility and strategic importance. As a leading department store chain in the UK, John Lewis prides itself on exceptional customer service, operational efficiency, and leadership that embodies the company’s cooperative values. A Senior Store Manager oversees store operations, manages large teams, drives sales and profit, and ensures the brand ethos is consistently upheld.

According to 2025 estimates, the average salary for a Senior Store Manager at John Lewis ranges from £55,000 to £70,000 annually, with performance bonuses and benefits such as staff discounts, pension schemes, and flexible working options.

If you’re aiming for this role, your interview will test leadership ability, commercial awareness, customer focus, and your alignment with the John Lewis Partnership values. Below are 20 key interview questions, along with strategic answers to help you prepare.


1. Tell us about yourself and your retail leadership background.
Answer: I’ve worked in retail management for over 10 years, leading teams in high-volume environments. My strength lies in strategic planning, customer experience, and staff development. I take pride in fostering high-performing teams that deliver consistent results aligned with company goals.

2. Why do you want to work for John Lewis as a Senior Store Manager?
Answer: I deeply respect the John Lewis Partnership model and its commitment to employee ownership and service excellence. I want to lead within a culture that values people, innovation, and long-term growth over short-term profits.

3. What is your leadership style, and how do you adapt it?
Answer: I lead through collaboration, clear communication, and accountability. I adapt my style based on team needs—whether coaching new staff or empowering experienced leaders, I remain flexible while maintaining high standards.

4. How would you drive profitability in a John Lewis store?
Answer: By analyzing sales data, identifying underperforming areas, optimizing staffing schedules, and ensuring the best use of store space. I’d also champion upselling techniques and build customer loyalty programs.

5. How do you align a large team with company objectives?
Answer: Through transparent communication, SMART goals, regular feedback, and performance reviews. I also believe in recognition and training to ensure everyone understands their contribution to the bigger picture.

6. Describe a time you handled underperformance in your team.
Answer: I once managed a sales leader who missed targets consistently. I held a candid discussion, set clear expectations, and supported them with mentorship. Within two months, they improved and even exceeded targets.

7. How do you manage change in a retail environment?
Answer: Change is inevitable in retail. I manage it through planning, communicating benefits clearly, addressing concerns early, and involving staff in the implementation process.

8. What strategies would you use to enhance customer experience?
Answer: I’d implement a feedback loop with staff and customers, improve training on service interactions, and use data to identify customer pain points. Personalized service is also key.

9. How do you handle conflict between team members?
Answer: I address conflicts directly, ensuring both parties feel heard. I mediate impartially and seek a resolution that aligns with company values while restoring team harmony.

10. Describe a time you exceeded expectations in a previous role.
Answer: At my last job, I introduced a cross-selling strategy that increased average basket size by 17% within three months, contributing significantly to quarterly profit goals.

11. How do you manage store performance KPIs?
Answer: I use daily and weekly dashboards, hold review meetings with department heads, and adjust tactics swiftly. I also reward performance to keep teams motivated.

12. What experience do you have with visual merchandising?
Answer: I’ve led seasonal layout changes, collaborated with head office designers, and trained floor staff in merchandising standards that drive engagement and sales.

13. How would you respond to a negative customer complaint?
Answer: I’d apologize sincerely, investigate the issue quickly, and offer a resolution on the spot where possible. I’d also use the feedback to coach the team and prevent repeat issues.

14. What do you know about the John Lewis Partnership values?
Answer: The values center around fairness, respect, employee ownership, and customer commitment. These values influence everything from decision-making to customer interactions.

15. How would you promote diversity and inclusion in your store?
Answer: By fostering an inclusive culture through open dialogue, ensuring fair recruitment practices, and celebrating diverse voices and backgrounds among our team.

16. Describe your experience with budget and cost control.
Answer: I’ve managed annual budgets exceeding £8 million, identified cost-saving opportunities, negotiated supplier contracts, and ensured we remained within budget without compromising service.

17. How do you motivate your team during slow trading periods?
Answer: I set short-term goals, create friendly competitions, offer training refreshers, and celebrate small wins to maintain morale and engagement.

18. What would be your first 90 days in this role?
Answer: I’d focus on listening—getting to know the team, understanding store data, identifying immediate wins, and aligning with the company strategy. Then, I’d build a clear 6-12 month action plan.

19. What’s your approach to coaching and developing leaders?
Answer: I use a tailored approach—providing regular one-on-ones, offering stretch assignments, and encouraging self-reflection. I also lead by example and share my own growth journey.

20. What makes you the best candidate for this role?
Answer: My blend of commercial acumen, people-first leadership, and passion for the John Lewis brand make me uniquely suited. I bring results and integrity in equal measure.


Interview Coaching Tips and Encouragement

Preparing for a John Lewis Senior Store Manager interview is not just about rehearsing answers—it’s about authentically aligning with the company culture and demonstrating leadership through real examples. Be confident, but humble. Do your research. Practice with a friend or mentor. And most importantly, let your personality shine through.

Top Tips:

  • Use the STAR method (Situation, Task, Action, Result).

  • Research recent John Lewis initiatives and refer to them.

  • Prepare your own questions to ask at the end.

  • Practice calm body language and strong eye contact (even virtually).

You’ve already taken a key step by preparing. Believe in your experience—now go and show them why you’re the right leader for John Lewis.


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