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Team Manager - Clothing & Home - Kew Store

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  • Job
    Entry Level
  • Hospitality & Retail
    Customer Relations
  • London


  • 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


  • 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


What is the main purpose of this role as a Team Manager in the Clothing & Home department at the Kew Store?

The main purpose of this role is to support the growth and profitability of the store through implementing the retail plan and delivering key performance indicators for their area, as well as ensuring excellent customer service and talent development within the team.

What are the key responsibilities of a Team Manager in this role?

Some key responsibilities include role modeling great customer service, recruiting and developing talent within the team, ensuring colleagues understand and are motivated to deliver, and supporting the store to trade safely and legally. Additionally, they are responsible for delivering an inspirational and consistent visual customer journey in store.

How does this role contribute to the overall success of the store and region?

This role plays a crucial part in supporting the growth and profitability of the store, ensuring great customer service, developing talent within the team, and creating a visually appealing customer journey. By achieving these objectives, the Team Manager helps drive the success of the store and contributes to the overall success of the region.

What qualifications or experience are required for this role?

Ideally, candidates for this role should have previous experience in retail management, strong leadership skills, a passion for delivering excellent customer service, and the ability to develop and motivate a team.

How does this role align with the values of M&S?

This role aligns with M&S values by prioritizing customer service, talent development, and store profitability. By embodying these values, the Team Manager contributes to the overall success and reputation of the M&S brand.

Forward thinking, future-focused and digital-first retail

Retail & Consumer Goods
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.


  • 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