Service Manager-Jobs in Südafrika

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.
• 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 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 in-store 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.
• 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 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