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Job Description
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 excellent customer service and ensure the delivery of a customer-focused service proposition through the team that delights our customers.
* Recruit and develop talented team members, supporting the succession planning for the store and region.
* Ensure colleagues understand their roles and are motivated to deliver their responsibilities.
* Support the store to trade safely and legally, protecting Customers, Colleagues, and the M&S brand.
* Support the delivery of an inspiring, consistent visual customer journey in-store to encourage repeat shopping.
Key Accountabilities
* Drive profitability and sales by supporting the delivery of the Retail Plan and Store KPIs.
* Support the implementation of business transformation plans and change initiatives.
* Set clear expectations to deliver high standards and service.
* Create a positive culture, role modeling digital and leadership behaviors.
* Build a multi-skilled team through coaching and training.
* Ensure excellent basics and seek customer feedback for continuous improvement.
* Use data and insights to enhance the customer experience and operational performance.
* Support the delivery of Plan A sustainability initiatives.
* Conduct regular performance reviews, manage underperformance, and celebrate successes.
* Recruit effectively and ensure a great onboarding experience for new starters.
* Manage operational excellence, maximize product availability, and minimize stock and cash loss.
* Maintain a safe and legal store environment and support visual merchandising updates.
Technical Skills/Experience
* Proven ability to lead a team to deliver excellent customer service and achieve KPIs.
* Strong understanding of commercial, visual, operational, and people processes and systems.
* Ability to analyze data and insights to identify opportunities for profit and improvement.
* Good knowledge of visual merchandising principles.
* Proficient in digital tools and systems.
* Knowledge of legal requirements and people policies.
* Effective communicator with strong listening skills and the ability to inspire.
* Ability to plan, review, and perform under pressure with resilience.
* Strong relationship-building skills with stakeholders across the store and region.
* Flexible and adaptable, capable of leading teams through change with a growth mindset.
Key Leadership Capabilities
* Embed change for lasting impact and results.
* Address resistance and support colleagues in adapting to change.
* Take ownership and accountability for team success.
* Coach colleagues to improve performance and growth.
* Recognize high performance and support underperformers.
* Engage colleagues by showing their importance to M&S and the impact of their work.
* Use customer feedback and market trends to guide team efforts.
* Communicate effectively using various channels and technology.
* Collaborate proactively across the business to find the best solutions.
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* Regional Leadership
* BIG
About Us
M&S is committed to leading the industry into a greener, faster, and more inspiring digital future. We are transforming how we work and offering exciting opportunities. Join us and make an immediate impact. We promote active inclusion, diversity, and equal opportunities, starting from recruitment and selection, and support flexible working.
About the Team
Retail: We are rolling out innovations that define a new era of retail. Join us to introduce these to our customers. We are seeking individuals excited by the challenge of delivering innovative experiences and surprising customers daily. Embrace digital tools, adapt to customer and business needs, and ensure every shopping experience is memorable.
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