Purpose  

• 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  

Key Accountabilities  

• 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 

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