Team Support Manager
Summary
Team Support Manager
Work Pattern
Week 1
* Sun 07:00-15:00
* Mon 06:00-14:00
* Weds 06:00-14:00
* Thurs 06:00-14:00
* Fri 06:00-14:00
Week 2
* Mon 06:00-14:00
* Tues 06:00-14:00
* Weds 06:00-14:00
* Fri 06:00-14:00
* Sat 06:00-14:00
Join Our Team
Join our team at M&S as a Shift Lead in our Clothing & Home section, where you'll become a champion of our stylish products, on‑trend designs, and exceptional customer service. We're looking for passionate and fashion‑forward individuals who are excited to dress the nation. You'll be a brand ambassador who’s ready to recommend our newest fashion items. Through remarkable service you'll make sure our customers feel truly valued every time they shop with us.
Are you ready for it? Take your marks and get ready to apply.
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 task prioritising customer first
* Plan, allocate and follow through on delivery of task to a consistent standard across the store
* Drive 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
Key Accountabilities
* Deliver great standards and service by putting the customer first
* Act on customer feedback to deliver improvement
* Ensure delivery of brilliant basics
* Coach the team to deliver excellent standards of product presentation
* Support 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 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 you play
* Effectively manage own reactions and responses around change
* 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
* 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
* In control of their own reactions and consider how to share their perspective to create better reaction for team
Technical Skills / Experience
* Support 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 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 knowledge of legal requirements associated with role of a customer assistant and 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
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