Supervisor in Surbiton

Iceking have recently partnered with M&S as a food retail franchise partner and we are looking to appoint an experienced Store Supervisor to join our Food team. Iceking are a family owned second generation entrepreneurial business who are actively expanding in the retail, hospitality and leisure sectors. As proven operators with the ability to help shape and drive brand strategy, we have a strong people centric culture.

M&S is changing, and it's changing fast! As part of theirs and now our transformation to deliver 'Stores of the Future' we are looking for innovative and resilient Leaders. M&S are working hard to ensure the store estate is fit for the future, by trialling different concepts and opening new stores and they have a plan to open 75 stores over the next 3 years offering customers a new and innovative shopping experience, whilst maintaining the traditional M&S values customers love. Iceking are excited and proud to be part of that transformational journey.

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

What’s in it for you?

• Holiday Entitlement 5.6 weeks (28 days) – which increases with service.
• First class welcome with a tailored 12-week induction in your training store.
• Options to progress – it’s something we’re proud of at Iceking.

About the application process

You’ll initially complete a short online application form, if your application is successful you will move to the first stage and present a business case a video interview. If successful after this stage, you’ll be invited to an in-person interview, which will be the final stage.

Iceking is ready to push boundaries and that’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. We are committed to an active inclusive, diverse and equal opportunity place to work, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact.

If you require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.