Store Manager - North West London

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Sector: Retail and Wholesale

Role: Manager

Contract Type: Permanent

Hours: Full Time

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 an active working partnership with Store and Regional BIG, provide feedback and support the development of the store BIG team
• 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
• Store and Regional BIG
• Support Centre

Company

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