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Designate Team Manager

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Marks and Spencer

Jan 2

Applications are closed

  • Job
    Full-time
    Mid Level
  • Customer Relations
  • Leicester

Requirements

  • 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
  • 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

Responsibilities

  • 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
  • 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

FAQs

What is the purpose of the Designate Team Manager position?

The Designate Team Manager position aims to support the growth and profitability of the store by implementing the retail plan, ensuring excellent customer service, recruiting and developing talent, and enforcing safety and legal practices.

What are the key accountabilities for this role?

Key accountabilities include driving sales and profitability, supporting business transformation initiatives, setting clear service expectations, coaching and developing the team, seeking customer feedback, using data for performance improvement, and ensuring operational excellence.

What technical skills or experience are required for this position?

Candidates should have the ability to lead teams, a good understanding of commercial and operational processes, data analysis skills, knowledge of visual merchandising, digital capability, and an understanding of legal requirements.

What are the key leadership capabilities desired for the Designate Team Manager?

Key leadership capabilities include successfully embedding change, taking ownership of team success, coaching for performance, recognizing contributions, using customer feedback to inform work, and ensuring clear communication.

Who are the key relationships and stakeholders for this role?

Key relationships include customers, colleagues, store leadership, regional leadership, and BIG.

Will training be provided for new team members?

Yes, the role includes delivering a brilliant onboarding experience for new starters.

How does the Designate Team Manager support the customer experience?

The Designate Team Manager seeks customer feedback, uses data insights to enhance the instore experience, and ensures the team delivers excellent customer service.

What is the expected working environment for this position?

The Designate Team Manager works in a retail store environment, focusing on team leadership and customer engagement while ensuring safety and legal compliance.

Is there an emphasis on digital tools in this role?

Yes, there is a strong emphasis on embracing digital tools and new ways of working to enhance team performance and customer service.

Are there opportunities for career development in this position?

Yes, this role involves recruiting and developing talent, providing coaching for personal growth, and supporting succession planning within the store and region.

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Marks and Spencer

Forward thinking, future-focused and digital-first retail

Retail & Consumer Goods
Industry
10,001+
Employees
1884
Founded Year

Mission & Purpose

We hold ourselves to a very high standard here at M&S. That much has never changed. Our attention to detail, forward thinking and passion for improvement has led to the creation of some of the nation’s most loved products. But a rapidly changing world demands that we change along with it. M&S has been at the forefront of social change for the past 134 years, and we’re determined to keep it that way. Setting bolder goals and giving our people the space and resources to achieve them. Today, we are a unique retailer delivering top quality food, clothing, home products and financial services. We employ over 80,000 colleagues who serve over 32 million customers. But what about tomorrow? We’ve put customer-focused digital innovation at the heart of our business, partnering with world-class technology firms to help shape the retail experience of the future. From digital transformation to empowering people to make a positive impact on wellbeing, communities and the planet, there’s never been a more exciting time to join us. Because if you become part of our journey today, you’ll be shaping the very future of our business.

Benefits

  • Colleague Discount

    Receive 20% discounts in-store for you and members of your household

  • Bonus

    We have discretionary bonus schemes depending on your role and our business performance

  • Pay

    Our salaries are competitive and reviewed every year

  • Life Assurance

    Life cover of twice your salary up to age 70 which is double when you join your M&S pension savings plan

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