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Job Description
Work Pattern
Monday - Friday 05:00-13:00 across 5 days including alternative weekends
Purpose
* 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 to inspire customers to shop and buy more often
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 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 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 process, task, and service ensuring activity is completed consistently and productively
* Deliver operational excellence ensuring all processes and tasks meet 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
* Manage own reactions and responses around change effectively
* Help colleagues 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
* Plan and manage own work efficiently to meet objectives
* Treat all colleagues fairly, recognizing different perspectives and needs
* Build positive relationships by being a good listener and establishing connections
* Control reactions and consider how to share perspectives to create better team reactions
Technical Skills/Experience
* Support the delivery of excellent customer service and KPIs across the store
* Possess good digital capability and can access and utilise relevant systems
* Have good knowledge of the commercial operation, brilliant basics, and operational excellence
* Current knowledge of all VM principles
* Be a good communicator with the ability to build relationships and work within a team
* Understand legal requirements related to the role of customer assistant and duty managing
* Maintain high presentation standards, attention to detail, and deliver on time, right first time
* Interpret relevant data effectively
* Demonstrate flexibility and adaptability to change
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
About Us
M&S is committed to leading the industry into a greener, faster, and more inspiring digital era. We are revolutionising how we work and offering exciting opportunities. Join us and make an immediate impact. We are dedicated to an inclusive organisation, promoting active Inclusion, Diversity, and Equal Opportunities, starting with our recruitment and selection process, and we support flexible working.
About the Team
Retail: We are rolling out innovations at M&S that will define a new era of retail. We want you to help introduce these to our customers. Join us in transforming the retail experience by embracing digital tools, remaining adaptable, and ensuring every customer visit is special.
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