Summary
Designate Team Manager - UK
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
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