My first role was at a store in Llandudno, Wales. The average age of the population was 50-plus and people were proud of their roots. It was an interesting cultural experience - if customers didn't like me asking why they were returning something, they would speak in Welsh. These experiences helped me to communicate and to build relationships.
The line managers were great mentors and the experience allowed me to work closely with a whole range of people. Throughout the five years there, spent at various locations, I developed a passion for leadership and development. I saw different sides to people management and the challenges it presents, which led to me taking an interest in HR and studying for a Masters in HR as well as my CIPD qualification. The experience I gained at M&S meant I didn't come into HR with rose-tinted spectacles.
I love being in a commercial environment. But if the HR function is well positioned, you get to touch all parts of the business anyway.
