Overview
Join our team at M&S as a Customer Assistant in our Fashion, Home & Beauty section, where you'll become a champion of our stylish products, on-trend designs, and exceptional customer service. We're looking for passionate and fashion-forward individuals who are excited to dress the nation. You'll be a brand ambassador who's ready to recommend our newest fashion items. Through remarkable service you'll make sure our customers feel truly valued every time they shop with us.
Work Pattern: Week 1: Monday to Friday 07:00-15:00 (Friday 07:00-15:00). Week 2: Tuesday to Saturday 07:00-15:00.
Responsibilities
* Dress and style mannequins to agreed standard each launch and throughout the season as required
* Deliver seasonal window implementation
* Deliver "best in town" standards through presentation standards, VM Principles, availability and keeping the store clean and tidy
* Work alongside C&H colleagues to ensure correct implementation of POS each season
* Serve our customers efficiently and brilliantly well — on the shop floor and at service points
* Utilise all digital tools and communication channels to do the job
* Share customer and colleague feedback to help us do things better
* Share knowledge and experience with colleagues to support others in building skill and confidence
* Own their own learning & development and proactively access digital learning solutions
* Know the daily sales targets, priorities, promotions & selling opportunities
* Have great product knowledge to sell and recommend our products and services
* Proactively engage with customers to understand their needs and make recommendations
* Understand store priorities and their part to play
* Complete tasks with pace and in line with SOPs
* Minimise cost and waste through good process practice
* Follow safe and legal working practices
Purpose
* To deliver a great shopping experience for customers, putting customers before task every time
* Champion new ways of working within stores through an open mindset and positive attitude
* Complete tasks and processes that deliver "best in town" standards
* Serve and sell across all channels brilliantly well
* Be the voice of our customer to help us continually improve
Key Accountabilities
* Deliver excellent window and store presentation aligned with launches and seasonal requirements
* Deliver "best in town" standards through presentation, availability, and cleanliness
* Ensure correct POS implementation in collaboration with C&H colleagues
* Serve customers efficiently on the shop floor and at service points
* Utilise digital tools and communication channels to perform duties
* Share customer and colleague feedback to drive improvements
* Mentor colleagues and share knowledge to build skills
* Own learning and development and access digital learning solutions
* Know daily sales targets, priorities, promotions and selling opportunities
* Maintain strong product knowledge to sell and recommend products and services
* Engage with customers to understand needs and make recommendations
* Understand store priorities and contribute accordingly
* Complete tasks with pace and in line with SOPs
* Minimise costs and waste through good process practice
* Follow safe and legal working practices
Key Capabilities
* Understands how M&S operates, its strategy, future, and the role they play
* Committed to delivering excellent work fast with great attention to detail
* Open to and acts on feedback, asking for it regularly
* Sets performance objectives for self in conjunction with line manager and in line with business plans
* Takes accountability for planning and managing own work efficiently to ensure objectives are met
* Is curious and asks questions to challenge the status quo
* Effective at communicating intentions clearly and simply
* Maintains composure and considers how to share perspective to improve team response
* Copes well with change and work challenges
* Builds positive relationships by listening and connecting with people
Technical Skills / Experience
* Comprehensive styling skills applicable to in-store visuals and windows
* Strong knowledge of Visual Merchandising principles
* Contributing to store sales and cost control
* Ability to work across the store to complete tasks correctly within timescales
* Comprehensive knowledge of customer shopping channels
* Good level of product knowledge and services across the store
* Up-to-date knowledge of the commercial operation and fundamentals
* Good level of digital capability and use of digital tools
* Understand customer needs and identify selling opportunities
* Adaptable to change
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
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