Description
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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