Summary
Team Support Manager
All the details
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 the delivery of tasks prioritising customer first
* Plan, allocate, and follow through on the 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 inspiring, improved, and consistent visual customer journey in-store which encourages 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 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 process, task, 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
* Take accountability for planning and managing own work efficiently to ensure objectives are met
* Treat all colleagues fairly, understanding that different people will provide different perspectives and have different needs
* Build positive relationships by being a good listener and establishing a connection with people
* Be in control of reactions and consider how to share perspectives to create better reactions for the team
Technical Skills/Experience
* Support the delivery of excellent customer service and KPIs across the store
* Possess a good level of digital capability and can access and utilise relevant systems
* Have a 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
* Have a 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 first time
* Interpret data relevant to the role
* Demonstrate flexibility and adaptability to change
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
#J-18808-Ljbffr