Team Support Manager
Overview: This role involves managing store operations, leading teams, and driving customer experience. The manager will take over leadership duties when necessary and champion new ways of working.
Key Accountabilities
* Deliver great standards and service by putting the customer first.
* Act on customer feedback to deliver improvement.
* Ensure the delivery of brilliant basics.
* Coach the team to deliver excellent standards of product presentation.
* Support the delivery of Plan A.
* Provide regular and timely feedback to line manager to support colleague performance.
* Support with the training and coaching of colleagues, maximising digital tools and channels.
* Identify colleagues for recognition and celebrate success within the store.
* Provide feedback to BIG to improve colleague experience.
* Support the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities and take action.
* Role model new ways of working through the use of digital tools.
* Allocate resources efficiently to deliver processes, tasks and service ensuring activity is completed consistently and productively.
* Deliver operational excellence ensuring all processes and tasks are delivered in line with business expectations.
* Maintain a safe and legal store environment.
* Support visual merchandising updates across all launches, events and campaigns.
Key Capabilities
* Understand how M&S operates, its strategy, future and the role they play.
* Effectively manage own reactions and responses around change.
* Help colleagues to develop by listening, asking questions and giving feedback to encourage reflection and different thinking.
* Set 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.
* Treats all colleagues fairly, understanding that different people will provide different perspectives and have different needs.
* Builds positive relationships by being a good listener and getting to know people by establishing a connection.
* Is in control of own reactions and considers how to share their perspective to create better reaction for team.
Technical Skills / Experience
* Support the delivery of excellent customer service and KPIs across the store.
* Good level of digital capability and can access and utilise relevant systems.
* Good knowledge of the commercial operation, brilliant basics and operational excellence.
* Current working knowledge of all VM principles.
* Be a good communicator with the ability to build relationships and work within a team.
* Good knowledge of the legal requirements associated with the role of a customer assistant and when duty managing.
* Maintain high presentation standards, attention to detail and deliver on time, right the first time.
* Interpret data relevant to the role.
* Demonstrate flexibility and adaptability to change.
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
Work Pattern
* Week 1:
o Monday: 09:00–17:00
o Tuesday: 09:00–17:00
o Wednesday: 14:00–22:00
o Friday: 14:00–22:00
o Saturday: 12:00–20:00
* Week 2:
o Sunday: 11:00–19:00
o Tuesday: 13:00–21:00
o Wednesday: 14:00–22:00
o Thursday: 09:00–17:00
o Friday: 09:00–17:00
Responsibilities
* Duty-Manage in the absence of the next level Leader when required.
* Champion new ways of working within stores through an open mindset and positive attitude.
* Lead colleagues in delivery of tasks prioritising customer first.
* Plan, allocate and follow through on delivery of tasks to a consistent standard across the store.
* Drive on the job productivity.
* Support colleagues through coaching and feedback.
* Use MI to take action to drive performance.
* Help maintain a safe and legal environment for colleagues and customers.
* Support the delivery of an inspirational, improved and consistent visual customer journey in store which inspires our customers to shop and buy more often.
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