Designate 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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