Retail Hospitality Team Lead: Service Excellence & Growth

Marks and Spencer; Gateshead; On-site; GBP 28,000 - 36,000; Full time

Job summary

Marks & Spencer is seeking a Team Manager in Hospitality to lead from the front on the shop floor, driving standards, service and commercial results in a fast-moving retail environment. You’ll inspire a multi-skilled team, coach staff and use data to shape performance with a people-first leadership style.

This role requires confidence in delivering difficult conversations, adaptability, and a commitment to inclusive service and M&S values, guiding customers to great fashion and value.

Qualifications

• Proven experience leading teams in a fast-paced retail or customer-focused environment.
• Strong commercial awareness with the confidence to use data and insight to drive results.
• The ability to coach, develop and performance-manage with clarity and empathy.
• Confidence having constructive, sometimes difficult conversations.
• A resilient, adaptable mindset with the energy to lead through change.
• Digital confidence and a willingness to embrace new ways of working.
• A natural role model for great service, inclusion and M&S behaviours.

Responsibilities

• Lead from the front on the shop floor, setting the pace and standards.
• Inspire your team to deliver standout style, sharp service and strong commercial results.
• Drive a culture of value, development and high performance in a fast-moving environment.

Skills

Leadership

Data-driven

Coaching

People management

Communication

Job description

Marks & Spencer is seeking a Team Manager in Hospitality to lead from the front on the shop floor, driving standards, service and commercial results in a fast-moving retail environment. You’ll inspire a multi-skilled team, coach staff and use data to shape performance with a people-first leadership style.

This role requires confidence in delivering difficult conversations, adaptability, and a commitment to inclusive service and M&S values, guiding customers to great fashion and value.