Summary
Team Support Manager
Work Pattern
Week 1
Mon 09-17
Tue 07-15
Thu 07-15
Fri 09-17
Sat 07-15
Week 2
Sun 09-17
Tue 07-15
Wed 09-17
Thu 07-15
Fri 09-17
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, improved and consistent visual customer journey in-store 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
* Coaches 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 celebrates success within the store
* Provides feedback to BIG to improve colleague experience
* Supports the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities and takes action
* Role models new ways of working through the use of digital 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, events and campaigns
Key Capabilities
* Understands how M&S operates, its strategy, future and the role they play
* Effectively manages own reactions and responses around change
* Helps colleagues to develop by listening, asking questions and 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 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 reactions for the team
Technical Skills/Experience
* Supports 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, 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
* Maintains high presentation standards, attention to detail and delivers on time, right first time
* Interprets data relevant to the role
* Demonstrates flexibility and adaptability to change
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* BIG
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