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Sector: Retail and Wholesale
Role: Manager
Contract Type: Permanent
Hours: Full Time
Summary
Deputy Store Manager
Purpose
* Delivery of the retail plan across all areas of the store including commercial, operations, people, visual and customer.
* Drive improved KPI performance and deliver operational efficiency.
* Setting the strategic direction for the store aligned to the retail priorities.
* Ensuring the teams within the store are clear on their part to play and holding all line managers to account.
* Take full accountability for all line management and associated people activity of managers within the store.
* Support the store to trade safely and legally, protecting customers, colleagues and the M&S brand.
* Accountable for 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 through the delivery of the Store P&L and Retail Plan across the store.
* Deliver and embed the business transformation plan and change initiatives through the store team.
* Create the right culture, role modelling new digital ways of working and leadership behaviours.
* Deliver great standards and service by setting clear expectations with direct reports and ensuring that they are clear on the part they play.
* Ensuring the leadership within the store are building the digital capability of their teams to sell through all channels.
* Building a diverse and talented team which supports the growth of the wider Region and business.
* Represents the store voice and takes ownership for action to deliver improvement across the store.
* Uses data and insight to enhance the customer experience, to improve the operation, and drive results.
* Support the delivery of Plan A.
* Regularly reviews individual performance of the leadership team through quality conversations, celebrating success and managing underperformance where required.
* Ensuring all line management and people activities are delivered in accordance with company process and policy.
* Ensure there is an active listening strategy in place across the store, so that the colleague voice is heard.
* Deliver operational excellence to maximise product availability, minimise stock and cash loss across the total store.
* Maintain a safe and legal store environment.
* Accountable leader for all elements of VM delivery across all launches, events and campaigns.
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.
* Holds themselves and their teams accountable for delivering objectives and business targets.
* Proactively seeks input from customers and colleagues to uncover new business opportunities.
* Ensures all direct reports have performance objectives aligned to the business plan and reviewed on a regular basis to reflect business changes.
* 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.
Technical Skills/ Experience
* Proven ability to lead a high performing management team to deliver excellent customer service and KPI's across the store.
* Has a substantial understanding and up to date knowledge of commercial, visual, operational and people processes and systems.
* Uses all available data and MI (internal and external) to identify commercial, visual, cost savings & customer opportunities to increase profit.
* Current working knowledge of all VM principles.
* Good level of digital capability and a comprehensive understanding of systems and ability to exploit them.
* Strong knowledge of the legal requirements and accountabilities across the store.
* Knowledge of our people policies and of driving and managing performance within a team.
* The ability to have difficult conversations with effective resolutions with both colleagues and line managers.
* Great communicator and active listener who will inspire, share their knowledge and best practices with others.
* Proven ability to plan and review across weekly, monthly and quarterly timeframes.
* Proven ability to consistently deliver under pressure demonstrating high levels of resilience.
* Ability to build and maintain relationships with key stakeholders across all levels of the business.
* Demonstrates flexibility and adaptability to change, and the ability to lead teams through change with a growth mindset.
Key Relationships and Stakeholders
* Customers
* Colleagues
* Store Leadership
* Wider Store Managers
* Regional Leadership
* Support Centre
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