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Team Manager

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Marks and Spencer

18d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    People, HR & Administration
  • Milton Keynes

AI generated summary

  • You must lead teams, drive KPIs, understand processes, communicate effectively, coach for performance, manage change, and use data to enhance customer service and profitability.
  • You will drive sales, ensure excellent customer service, develop team talent, maintain safety, manage performance, and enhance the in-store experience through data-driven insights and visual merchandising.

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 focussed 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 primary purpose of the Team Manager role?

The primary purpose of the Team Manager role is to support the growth and profitability of the store by implementing the retail plan and delivering on key performance indicators (KPIs) for their area of accountability.

How does the Team Manager ensure great customer service?

The Team Manager role models excellent customer service and ensures the delivery of a customer-focused service proposition through the team to delight customers.

What are the key accountabilities of the Team Manager?

Key accountabilities include driving profitability and sales, supporting business transformation initiatives, setting clear expectations, creating a multiskilled team, seeking customer feedback, and ensuring operational excellence.

What skills are necessary for success in this role?

Necessary skills include the ability to lead a team, understand commercial and operational processes, use data for improvements, effective communication, and adaptability to change.

How does the Team Manager support team development?

The Team Manager supports team development by recruiting talent, coaching and training the team, reviewing individual performance, and ensuring a brilliant onboarding experience for new starters.

What is Plan A and how does it relate to this role?

Plan A is the company’s sustainability program, and the Team Manager supports its delivery by promoting environmentally friendly practices within the store.

How does the Team Manager use data in their role?

The Team Manager uses data and market insights to improve the in-store customer experience, enhance operations, and drive performance.

What are the key relationships and stakeholders for this role?

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

What kind of culture does the Team Manager aim to create in the store?

The Team Manager aims to create a culture that emphasizes teamwork, digital ways of working, customer service excellence, and accountability among staff.

How does the Team Manager manage underperformance within the team?

The Team Manager manages underperformance by having quality conversations, providing feedback, and supporting colleagues to improve their performance.

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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