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