Team Manager - Through The Night - Milton Keynes Area
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 focussed 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,Colleaguesand the M&S brand
- Supports the delivery of an inspirational,improvedand 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,eventsand 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 theirknowledgeand 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 guideteamswork
- 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,clearand 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
