Team Manager - Colindale Area

MARKS&SPENCER; London; On-site; GBP 150,000 - 200,000; Full time

Job summary

An established industry player is seeking a dynamic leader to enhance store performance and customer satisfaction. This role involves driving sales through effective team management and delivering exceptional service standards. You will play a crucial role in coaching and developing talent while ensuring operational excellence and compliance with legal standards. The ideal candidate will foster a positive culture, embrace change, and leverage data to enhance customer experiences. Join a forward-thinking company that values innovation and teamwork, where your contributions will significantly impact the store's success and customer loyalty.

Qualifications

• Proven ability to lead teams and deliver excellent customer service.
• Strong understanding of retail operations and KPI management.

Responsibilities

• Drive store profitability and support retail plan delivery.
• Recruit, develop, and manage a high-performing team.

Skills

Team Leadership

Customer Service

Data Analysis

Visual Merchandising

Communication

Change Management

Performance Management

Coaching and Training

Education

Relevant Retail Experience

Tools

Retail Management Systems

Digital Tools

Job description

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 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 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.
• Support the delivery and embedding of the business transformation plan and change initiatives for their area.
• Deliver 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.
• Seek customer feedback and take action to deliver improvement.
• Use 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 are delivered in line with business expectations 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 modelling new digital ways of working and leadership behaviours.
• 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 & 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 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 teams' 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.

Key Relationships and Stakeholders

• Customers
• Colleagues
• Store Leadership
• Regional Leadership
• BIG