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Job Description
Work Pattern
1 week
Thu 15:00-21:30
Fri 14:00-21:30
Sat 14:00-21:30
2 week:
Thu 05:45-12:15
Fri 05:45-13:15
Sat 05:45-13:15
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
* Lead colleagues in delivery of tasks prioritizing customer first
* Plan, allocate and follow through on delivery of tasks to a consistent standard across the store
* Drive on-the-job productivity
* Support colleagues through coaching and feedback
* Use MI to take action to drive performance
* Help maintain a safe and legal environment for colleagues and customers
* Support the delivery of an inspirational, improved and consistent visual customer journey in-store which inspires our customers to shop and buy more often
Key Accountabilities
* Deliver great standards and service by putting the customer first
* Act on customer feedback to deliver improvement
* Ensure the delivery of brilliant basics
* Coach the team to deliver excellent standards of product presentation
* Support the delivery of plan A
* Provide regular and timely feedback to line manager to support colleague performance
* Support with the training and coaching of colleagues maximizing digital tools and channels
* Identify colleagues for recognition and celebrate success within the store
* Provide feedback to BIG to improve colleague experience
* Support the Team Manager with the delivery of store selling and cost targets by utilizing MI to identify opportunities and take action
* Role model new ways of working through the use of digital tools
* Allocate resources efficiently to deliver process, task and service ensuring activity is completed consistently and productively
* Deliver operational excellence ensuring all processes and tasks are delivered in line with business expectations
* Maintain a safe and legal store environment
* Support visual merchandising updates across all launches, events and campaigns
Key Capabilities
* Understand how M&S operates, its strategy, future and the role they play
* Effectively manage own reactions and responses around change
* Help colleagues to develop by listening, asking questions and giving feedback to encourage reflection and different thinking
* Set performance objectives for self in conjunction with line manager and in line with business plans
* Take accountability for planning and managing own work efficiently to ensure objectives are met
* Treat all colleagues fairly, understanding that different people will provide different perspectives and have different needs
* Build positive relationships by being a good listener and getting to know people by establishing a connection
* Be in control of their own reactions and consider how to share their perspective to create better reactions for the team
Technical Skills/Experience
* Support the delivery of excellent customer service and KPIs across the store
* Good level of digital capability and can access and utilize relevant systems
* Good knowledge of the commercial operation, brilliant basics and 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
* Demonstrate flexibility and adaptability to change
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
About Us
M&S is ready to push boundaries to lead the industry into a greener, speedier, more inspiring digital era. That's why we're revolutionizing how we work and offering our most exciting opportunities yet. There's never been a better time to be part of our team.
Marks & Spencer aims to be an inclusive organization, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact. We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process and we are happy to talk smart/flexible working.
About the Team
Retail: The sweeping innovations we're rolling out at M&S will define a new era of retail. And we want you to help us introduce them to our customers. There's never been a more exciting time to join M&S!
We've embarked on a business transformation and are looking for people who are thrilled by the challenge of introducing innovative, new experiences to the retail world - and surprising every single customer with reasons to shop in our stores and online - day in, day out.
By embracing our digital tools to enhance the customer experience and remaining adaptable - both to the needs of our customers and our retail business - you'll live and breathe our approach to sales and service and will ensure every time is just as special as the next.
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