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 ensure 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.
* Support the delivery of an inspirational, improved, and consistent visual customer journey in-store that 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.
* Support the delivery and embedding of the business transformation plan and change initiatives for their area.
* Deliver great standards and service by setting clear expectations with store colleagues.
* Create the right culture, role modeling new digital ways of working and leadership behaviors.
* Create a multiskilled team, coaching and training the team to fully utilize all the tools available to serve and sell well.
* Deliver brilliant basics through the team.
* Seek customer feedback and take action to deliver improvement.
* Use data and insight to improve customer in-store 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 maximize product availability, minimize stock and cash loss.
* Ensure process and task are delivered in line with business expectation and operating standards allocating resources accordingly.
* Maintain a safe and legal store environment.
* Support 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 modeling new digital ways of working and leadership behaviors.
* Good understanding and up-to-date knowledge of commercial, visual, operational, and people processes and systems.
* Use all available data and MI to identify commercial, visual, cost savings, and customer opportunities to increase profit.
* Good working knowledge of VM principles.
* Good level of digital capability and 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.
* 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 embed change for lasting commercial impact and results.
* Address beliefs and mindsets around resistance to change and support colleagues in adapting.
* Take ownership and accountability for the success of their team.
* Spend time coaching colleagues to accelerate performance and personal growth.
* Recognize high performance and support poor performers to improve.
* Show colleagues why they matter to M&S, their part to play in delivering the plan, and what the results of their work are.
* Use customer feedback and market trends to guide team work.
* Help teams understand information and business messages by actively seeking out opinions and asking questions.
* Use a combination of channels and technology to communicate, ensuring timely, clear, and open communication with colleagues.
* Seek 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
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