Team Manager - Part Time - North West London (Borehamwood, Swiss Cottage Kilburn)

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 ensures 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

Supports the delivery of an inspirational, improved and consistent visual customer journey instore which 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

Supports the delivery and embedding of the business transformation plan and change initiatives for their area

Delivers great standards and service by setting clear expectations with store colleagues

Create the right culture, role modelling new digital ways of working and leadership behaviours

Create a multiskilled team, coaching and training the team to fully utilise all the tools available to serve and sell well

Deliver brilliant basics through the team

Seeks customer feedback and takes action to deliver improvement

Uses data and insight to improve customer instore 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 maximise product availability, minimise stock and cash loss

Ensure process and task is delivered in line with business expectation and operating standards allocating resource accordingly

Maintain a safe and legal store environment

Supports 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 modelling new digital ways of working and leadership behaviours

Has a good understanding and up to date knowledge of commercial, visual, operational and people processes and systems

Uses all available data and MI to identify commercial, visual, cost savings & 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 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 Leadership Capabilities

Successfully embeds change for lasting commercial impact and results

Addresses beliefs and mindsets around resistance to change and supports colleagues in adapting

Takes ownership and accountability for the success of their 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 teams 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

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