In Store
Store
Brent Cross
Location
London, Greater London
Contract type
Permanent
Position type
Full Time
Salary
Competitive + Benefits
Closing date: 24th November 2025
How We Hire
Everyone is welcome at M&S. No exceptions. It's your background, abilities and differences that make you, uniquely you. And when you're part of M&S, that individuality has the potential to make waves.
About the role
This section tells you all you need to know about the position and its responsibilities, outlining everything we hope to see in a successful candidate.
Summary
Designate Team Manager - GL
All the details
Purpose
* Support the growth and profitability of the store through the implementation of the retail plan and delivery of the KPI measures for their area of accountability
* Role model great customer service and ensures the delivery of a customer focused service proposition through the team that delights our customers
* Recruit, and develop great talent and capability within the customer assistant team supporting the succession requirements of the store and region
* Ensure colleagues understand and are motivated to deliver their part
* Support the store to trade safely and legally, protecting Customers, Colleagues and the M&S brand
* Supports the delivery of an inspirational, improved and consistent visual customer journey instore which inspires our customers to shop and buy more often
Key Accountabilities
* Drive profitability and sales for their area through supporting the delivery of the Retail Plan and Store KPI's
* Supports the delivery and embedding of the business transformation plan and change initiatives for their area
* Delivers great standards and service by setting clear expectations with store colleagues
* Create the right culture, role modelling new digital ways of working and leadership behaviours
* Create a multiskilled team, coaching and training the team to fully utilise all the tools available to serve and sell well
* Deliver brilliant basics through the team
* Seeks customer feedback and takes action to deliver improvement
* Uses data and insight to improve customer instore experience, improve the operation and drive performance
* Support the delivery of Plan A
* Regularly review individual performance through quality conversations, managing underperformance where required and celebrating success
* Recruit for the team, ensuring new starters have a brilliant onboarding experience
* Deliver all line management activities in line with company process and policy
* Build an active working partnership with BIG, provide feedback and support the development of BIG reps
* Deliver operational excellence to maximise product availability, minimise stock and cash loss
* Ensure process and task is delivered in line with business expectation and operating standards allocating resource accordingly
* Maintain a safe and legal store environment
* Supports visual merchandising updates across all launches, events and campaigns
Technical Skills/ Experience
* Ability to lead a team to deliver excellent customer service and KPI's across the store
* Create the right culture, role modelling new digital ways of working and leadership behaviours
* Has a good understanding and up to date knowledge of commercial, visual, operational and people processes and systems
* Uses all available data and MI to identify commercial, visual, cost savings & customer opportunities to increase profit
* Good working knowledge of VM principles
* Good level of digital capability and an understanding and use of all systems
* Good knowledge of the legal requirements across their area of accountability and the store
* Knowledge of our people policies and managing performance within a team
* The ability to have difficult conversations with effective resolutions with colleagues
* Good communicator and listener who will inspire, share their knowledge and best practices with others
* Ability to plan and review across the week and the month
* Ability to deliver under pressure demonstrating resilience
* Ability to build and maintain relationships with key stakeholders across the store and region
* Demonstrates flexibility and adaptability to change, and the ability to lead teams through change with a growth mindset
Key Leadership Capabilities
* Successfully embeds change for lasting commercial impact and results
* Addresses beliefs and mindsets around resistance to change and supports colleagues in adapting
* Takes ownership and accountability for the success of their team
* Spends time coaching colleagues to accelerate performance and personal growth
* Recognises high performance and supports poor performers to improve
* Shows colleagues why they matter to M&S, their part to play in delivering the plan and what the results of their work are
* Uses customer feedback and market trends to guide teams work
* Helps teams understand information and business messages by actively seeking out opinions and asking questions
* Uses a combination of channels and technology to communicate, ensuring timely, clear and open communication with colleagues
* Seeks the best solution for M&S by proactively collaborating with colleagues from across the business
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* Regional Leadership
* BIG
Our Support
Mentorship
It's important to us that our new colleagues feel supported in their roles and can learn from each other. That's why we offer mentorship through our buddy system.
Flexible working
We're a 24/7 business and our working patterns adapt to our customers' needs. Worklife is our flexible working policy that gives colleagues the option for part-time working, a 4-day compressed week, or to job share if it's in the best interests of everyone.
Benefits
Wellbeing hub
Get access to resources to support your wellbeing, including a free virtual GP service.
Colleague Networks
We want you to feel supported, no matter what.
Cancer Network
Fostering a supportive and inclusive workplace culture, addressing stigma, providing guidance and raising awareness to empower and assist colleagues affected by cancer.
LGBTQ+ Network
Proactively representing LGBTQ+ issues and opportunities to deliver a truly inclusive place to work and shop for our colleagues and customers.
Menopause Network
Initiating and encouraging open conversations about menopause by offering support and sharing experiences.
Culture and Heritage Network
Raising awareness of various religions and cultures through events and comms, to educate others and better represent our M&S colleagues and customers.
Health and Wellbeing Network
Providing a safe space for colleagues with all types of health conditions or disabilities and supporting with business initiatives to ensure our stores are truly accessible for our customers.
Forces Community Network
Supporting colleagues connected to the Armed Forces, aiding their transition to civilian life, and ensuring that they thrive in the workplace.
Gender Equality Network
Addressing gender-related challenges, raising awareness, and driving action to ensure equal opportunities for all.
Family & Carers Network
A support network for parents and carers, offering a space for colleagues to share experiences, exchange ideas, and access useful resources.
How to Apply
Here's what to expect at each stage of the application process. This can change depending on the role you've applied to. If you need any reasonable adjustments made at any stage, let us know and we can help.
Send us your application
Fill in our short application form and hit submit.
Online assessment
We'll invite you to take part in an online assessment. This could be before or after your interview.
In-person assessment centre
We'll invite you to an in-person assessment centre or an interview. This process may differ depending on the role you've applied to.
Decision
After we've decided, we'll be in touch. If you've been successful, we'll officially invite you to join the team and let you know the next steps.