Work Pattern agreed in interview
Please note that the + £3.50 p/h unsocial premium is only added on any hours worked between 22:00-06:00
Summary
Our Team Managers are responsible for leading the majority of our colleague population and are integral to the in-store team. Your role is to help our people be the best that they can be, to assist in driving sales, commerciality and service standards within your store.
One of the requirements for this role is flexibility to work across various departments. This in return provides a strong grounding across all elements of our business and therefore supports with career progression in the future.
We have a flexible / hybrid approach - talk to us about part time or job share opportunities in this role, if it’s meaningful to you, it’s important to us.
What you’ll do
Your key accountabilities will include
1. Driving a selling culture within your team
2. Consistently raising performance and capability of the team to support developing internal talent
3. Utilising and exploit data to support with operational decisions
4. Implementing a continuous improvement mentality within the team and work in partnership with the wider team.
5. Energising your team to deliver first class customer service within a fast-paced environment
Who you are
Your skills and experience will include
6. A proven leadership track record and the ability to lead effectively through ambiguity.
7. Being digitally confident. Having an understanding of systems and have the ability to exploit them.
8. Comfortable having difficult conversations and able to get effective resolutions with both colleagues and line managers.
9. Ability to juggle a number of priorities whilst still maintaining an excellent standard and working with pace.
10. Demonstrate flexibility and resourcefulness to change and the ability to lead teams through change with a growth mentality.
Everyone’s welcome
We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Purpose
11. 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
12. Role model great customer service and ensures the delivery of a customer focused service proposition through the team that delights our customers
13. Recruit, and develop great talent and capability within the customer assistant team supporting the succession requirements of the store and region
14. Ensure colleagues understand and are motivated to deliver their part
15. Support the store to trade safely and legally, protecting Customers, Colleagues and the M&S brand
16. 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
17. Drive profitability and sales for their area through supporting the delivery of the Retail Plan and Store KPI’s
18. Supports the delivery and embedding of the business transformation plan and change initiatives for their area
19. Delivers great standards and service by setting clear expectations with store colleagues
20. Create the right culture, role modelling new digital ways of working and leadership behaviours
21. Create a multiskilled team, coaching and training the team to fully utilise all the tools available to serve and sell well
22. Deliver brilliant basics through the team
23. Seeks customer feedback and takes action to deliver improvement
24. Uses data and insight to improve customer instore experience, improve the operation and drive performance
25. Support the delivery of Plan A
26. Regularly review individual performance through quality conversations, managing underperformance where required and celebrating success
27. Recruit for the team, ensuring new starters have a brilliant onboarding experience
28. Deliver all line management activities in line with company process and policy
29. Build an active working partnership with BIG, provide feedback and support the development of BIG reps
30. Deliver operational excellence to maximise product availability, minimise stock and cash loss
31. Ensure process and task is delivered in line with business expectation and operating standards allocating resource accordingly
32. Maintain a safe and legal store environment
33. Supports visual merchandising updates across all launches, events and campaigns
Technical Skills/ Experience
34. Ability to lead a team to deliver excellent customer service and KPI’s across the store
35. Create the right culture, role modelling new digital ways of working and leadership behaviours
36. Has a good understanding and up to date knowledge of commercial, visual, operational and people processes and systems
37. Uses all available data and MI to identify commercial, visual, cost savings & customer opportunities to increase profit
38. Good working knowledge of VM principles
39. Good level of digital capability and an understanding and use of all systems
40. Good knowledge of the legal requirements across their area of accountability and the store
41. Knowledge of our people policies and managing performance within a team
42. The ability to have difficult conversations with effective resolutions with colleagues
43. Good communicator and listener who will inspire, share their knowledge and best practices with others
44. Ability to plan and review across the week and the month
45. Ability to deliver under pressure demonstrating resilience
46. Ability to build and maintain relationships with key stakeholders across the store and region
47. Demonstrates flexibility and adaptability to change, and the ability to lead teams through change with a growth mindset
Key Leadership Capabilities
48. Successfully embeds change for lasting commercial impact and results
49. Addresses beliefs and mindsets around resistance to change and supports colleagues in adapting
50. Takes ownership and accountability for the success of their team
51. Spends time coaching colleagues to accelerate performance and personal growth
52. Recognises high performance and supports poor performers to improve
53. Shows colleagues why they matter to M&S, their part to play in delivering the plan and what the results of their work are
54. Uses customer feedback and market trends to guide teams work
55. Helps teams understand information and business messages by actively seeking out opinions and asking questions
56. Uses a combination of channels and technology to communicate, ensuring timely, clear and open communication with colleagues
57. Seeks the best solution for M&S by proactively collaborating with colleagues from across the business
Key Relationships and Stakeholders
58. Customers
59. Colleagues
60. Store Leadership
61. Regional Leadership
62. BIG
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