Service Manager jobs in United Kingdom

Summary

All the details

Designate Team Manager vacancy for the Swindon are within our Bristol & Bath region.

Work pattern to be discussed at interview.

Interviews to be held at M&S Swindon Orbital Store, Swindon

Join our team at M&S as a Team Manager in our Clothing & Home section, where you'll lead by example as a champion of our stylish products, offers, and services. We're seeking passionate leaders who take pride in their fashion and trend-led knowledge and are eager to share it with both colleagues and customers.

Your primary focus will be on providing remarkable service and enabling your team to deliver to the highest standard, ensuring that our customers feel valued every day. You'll actively engage with customers to understand their preferences and create opportunities to continuously improve their shopping experience.

Being digitally confident is essential. You'll utilise and embrace our digital tools to enhance both the customer experience and your own work life. And you'll be confident in coaching your store colleagues, driving digital capability and supporting them to perform at their best every day.

Efficiency and effectiveness are key aspects of your role. You'll be a skilled retail professional putting customers at the heart of all decision making, while leading your team to achieve the same.

Being a passionate leader with the ability to effectively motivate, prioritise and delegate is crucial. You'll take responsibility for creating a great inclusive store environment, supporting and respecting your team members to be their best.

Flexibility is also vital, and you will be agile in your approach. You should be confident to work effectively and lead teams across the store, adapting to the changing demands of the retail environment seamlessly.

Are you ready to lead? Take your marks and get ready to apply.

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