Team Manager - Fashion, Home & Beauty - North East London Area in Romford

As a Team Manager in Fashion, Home & Beauty, you’ll lead by example, driving performance, and helping reshape M&S for the next generation of customers. You’ll be on the shop floor, inspiring your team to deliver standout style, sharp service, and commercial results, even on the busiest days. This is a role for people who move fast and continually raise the bar to deliver five-star service.

Responsibilities

• Own your department from layout and product to service and performance. You’ll make bold decisions to drive sales and service.
• Coach and develop your team. You’ll set the pace, build capability, and create a high‑performance culture that’s focused, fast, and collaborative.
• Use commercial insights to lead with confidence – understanding the numbers, trends, and opportunities that will make your department thrive.
• Flexibility is vital, and you’ll be agile in your approach. This is a transformation environment – things move fast and we need leaders who move faster.

Purpose

• Support the growth and profitability of the store through the implementation of the retail plan and delivery of the KPI measures for your 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 which inspires our customers to shop and buy more often.

Key Accountabilities

• Drive profitability and sales for your 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 your area.
• Delivers great standards and service by setting clear expectations with store colleagues.
• Create the right culture, role‑modeling new digital ways of working and leadership behaviours.
• 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.
• 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, manage underperformance where required and celebrate 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 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 behaviours.
• Have a 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 an understanding and use of all systems.
• Good knowledge of the legal requirements across your 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 resolution 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.
• Demonstrate 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.
• Takes ownership and accountability for the success of the 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 the team’s 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

Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.