Team Support Manager
Work Pattern
1 week:
Sun: 07:30-15:00
Mon: 15-21:30
Sat: 14-21:30
2 week:
Mon: 05:45-12:15
Tue: 05:45-13:15
Sat: 12:00-19:30
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
- Leads colleagues in delivery of task prioritising customer first
- Plans, allocates and follows through on delivery of task to a consistent standard across the store
- Drives on the job productivity
- Supports colleagues through coaching and feedback
- Uses MI to take action to drive performance
- Helps maintain a safe and legal environment for colleagues and customers
- Supports the delivery of an inspirational,improvedand consistent visual customer journey instore which inspires our customers to shop and buy more often
Key Accountabilities
- Delivers great standards and service by putting the customer first
- Acts on customer feedback to deliver improvement
- Ensures the delivery of brilliant basics
- Coach the team to deliver excellent standards of product presentation
- Supports the delivery of plan A
- Provides regular and timely feedback to line manager to support colleague performance
- Supports with the training and coaching of colleagues maximising digital tools and channels
- Identifies colleagues for recognition and celebrate success within the store
- Provides feedbacktoBIG to improve colleague experience
- Supports the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities andtakes action
- Role models new ways of workingthrough the use ofdigital tools
- Allocates resource efficiently to deliver process, task and service ensuring activity is completed consistently and productively
- Delivers operational excellence ensuring all processes and tasks are delivered in line with business expectation
- Maintains a safe and legal store environment
- Supports visual merchandising updates across all launches,eventsand campaigns
Key Capabilities
- Understands how M&S operates,it’sstrategy, future and the role they play
- Effectively manages own reactions and responses around change
- Helps colleagues to develop by listening, askingquestionsand giving feedback to encourage reflection and different thinking
- Sets 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 the 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 considers how to share their perspective to create better reaction for team
Technical Skills/ Experience
- Support the delivery of excellent customer service and KPI’s across the store
- Good level of digital capability and can access and utilise relevant systems
- Good knowledge of the commercial operation, brilliantbasicsand operational excellence
- Current working knowledge of all VM principles
- A good communicator with the ability to build relationships and work within a team
- A good knowledge of the legal requirements associated with the role of a customer assistant and when duty managing
- Maintain high presentation standards, attention to detail and deliver on time, right first time
- Interpret data relevant to the role
- Demonstrates flexibility and adaptability to change
Key Relationships and Stakeholders
- Customers
- Colleagues
- Store Leadership
- BIG
