Purpose
* Deliver an inspirational, improved and consistent visual customer journey in-store which inspires our customers to shop and buy more often
* Support visual merchandising coaching and upskilling of wider store team members
* Lead and deliver best in class visual standards each launch and campaign
* Support the growth and profitability of the store through the implementation of the retail plan at a store level and delivery of the KPI measures
* Role model great customer service and support the delivery of a customer focused service proposition through the team that delights our customers
* Recruit and develop great visual talent and capability within the visual team supporting the succession requirements of the store
* 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
Key Accountabilities
* Lead the visual team to dress and style all mannequins every launch, ensuring consistent handwriting across the store appropriate to all areas
* Deliver styling updates for monthly newness launches as well as supporting the placement of new lines
* Coordinate refreshes caused by product sell through
* Work alongside Commercial and Operations teams to ensure delivery of Visual presentation standards and processes in line with critical path and understand and plan all required activity each launch
* Own the ordering and implementation of all large format POS each season for all BU's
* Ensure that all the key looks are delivered each season
* Regularly shop the competition to identify visual and trading opportunities
* Create the right culture, role modelling new digital ways of working and leadership behaviours
* Support store engagement/training requirements
* Support the wider store operation when required i.e. Service and Tilling
* Support the delivery of the Retail Plan and Store KPI's
* Support the delivery and embedding of the business transformation plan and change initiatives
* Create a multi-skilled team, coaching and training the team to fully utilise all the tools available to serve and sell well
* Deliver brilliant basics through the team
* Act on customer feedback to deliver improvement
* Use data and insight to improve customer in-store experience 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
* Ensure all line management activities and people activities are delivered in line with company process and policy
* Build an active working partnership with BIG, provide feedback and support the development of BIG reps
* Ensure process and task is delivered in line with business expectation and operating standards allocating resource accordingly
* Maintain a safe and legal store environment
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
* Recognise 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
Technical Skills/Experience
* Robust understanding and ability to deliver visual merchandising and styling across all BU's
* Ability to execute windows to best in class standards and adapt to varying environments
* Able to plan and execute grid and environment changes as required each launch
* Ability to lead a team to deliver excellent visual implementation, customer service and KPI's across the store
* Good understanding and up to date knowledge of visual principles, commercial performance and people processes and systems
* Use all available data and MI to identify commercial, cost savings & customer opportunities to increase profit
* 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 Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* Regional Leadership
* BIG
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