About the Role

The Store Manager will lead the team to achieve the Retail Objectives, creating an environment that delivers an exceptional customer experience by serving and selling in store and through all digital channels.

Key Role Specific Accountabilities

SALES

Delivers the respective sales plan for the store by identifying opportunities to drive sales performance across key departments

• Lead a selling culture within the team and maximise sales in store and through all digital channels
• Identify and anticipate opportunities to drive sales performance and availability through regular review and analysis of MI and embed this behaviour in the team
• Lead the business selling strategy and inspire your team to deliver store and regional events
• Build strong relationships, networking both internally and externally, to drive sales performance, maximise footfall, share best practice and provide influencing business feedback
• Lead the store team to ensure right first-time implementation of all retail activity and deliver excellent visual standards of presentation
• Lead a selling culture within the team and maximise sales in store and through all digital channels
• Identify and anticipate opportunities to drive sales performance and availability through regular review and analysis of MI and embed this behaviour in the team
• Lead the business selling strategy and inspire your team to deliver store and regional events
• Build strong relationships, networking both internally and externally, to drive sales performance, maximise footfall, share best practice and provide influencing business feedback
• Lead the store team to ensure right first-time implementation of all retail activity and deliver excellent visual standards of presentation

Maximises stock accuracy & On-shelf Availability through the effective management of stock

• Drives accuracy & availability process to deliver business availability targets.
• Manages an effective food fill and top up process through the delivery of cost improvement programs and productivity targets.
• Probes daily diagnostic and takes action to deliver stock to the requiapply-d standard every day.
• Manages on shelf availability and checks store stock reports for accuracy and sign off on a daily basis.

Ensures accurate and timely implementation of corporate layout, phase change and events

• Reviews and implements plans at department level accurately reflecting the floor plan and recommendations from the planning team.
• Coaches advisors to deliver and maintain sale floor plans.
• Provides feedback to visual merch. manager of any issues with the plans and ensures store feedback is provided as part of the floor plan sign off process.
• Manages space and equipment accuracy within the store.
• Delivers décor to policy and liaises with the relevant teams to ensure correct implementation.

SERVICE

Provides feedback to individuals that recognises great service and drives improvement

• Uses relevant service measures to identify and implement actions for improvement. Feeds back to the team and individuals on key risk areas.
• Samples and measures service in store using Tell M&S results, Customer recommendations and uses feedback to improve the service offer deliveapply-d by the team.
• Recognises individuals who deliver excellent service by giving feedback and utilizing Exceptional Efforts and Champion Awards and nominations to reward those who provide excellent customer service.
• Coaches team to ensure they actively demonstrate and role model Service – ‘Doing the right thing’ and the 4 key service behaviours.

Manages the delivery of the Customer Service Experience  

• Ensures a memorable shopping experience (MEMS) by engaging with and making a personal connection with the customer.
• Delivers great service for our customers and role models ‘Service -Doing the Right Thing’ and our 4 key service behaviours at all times – ‘Being Positive, Being Determined, Taking Ownership & Responsibility and Being Respectful’.
• Ensures service standards are driven throughout the day by conducting Ready To Trade checks, customer walkthrough and Observations.
• Ensures right people in the right place and reacts on a daily basis to meet the needs of our customers
• Effectively manages and resources all service points e.g. till point, etc.
• Engages with team to ensure their understanding and delivery of the Customer Service Experience
• Resolves customer complaints in a timely manner.
• Demonstrates an awareness of the competition’s service proposition and makes comparisons to the service offeapply-d across the store.
• Ensures individual and team’s personal appearance meet the M&S standard including the wearing of the correct uniform and name badge.

STANDARDS

Leads the team to the delivery of ‘Ready to Trade Standards’, delivering an aspirational and clean environment for customers and colleagues

• Lead the delivery of a safe and legal working environment for colleagues and customers to ensure the store is compliant at all times
• Drive operational excellence throughout the store and look for opportunities to work efficiently and continuously improve
• Analyse risks and opportunities to maximise profitability and control store operating costs
• Use the store resource allocation and drive a culture of flexibility to meet customer and operational needs
• Lead the delivery of business change
• Ensures the store is ‘Ready To Trade’ and corporate standards are maintained throughout the day
• Ensures clean as you go is a rhythm and routine through the section manager team driving this on their departments
• Drives a collaborative approach with the visual team on delivering excellent standards across all aspects of Visual Merchandising and ensuring the delivery of the Marketing Principle for all ‘eye and buy’ level decor
• Works with the Commercial Department Manager and Café Managers to deliver the Food best practices across the relevant department

Ensures a Safe & Legal working environment for colleagues & customers

• Drives the team to deliver all legal ticketing and decor is on display in line with the Country/M&S Policy
• Ensures all legal & compliance training is completed on time and by the appropriate person
• Has a detailed understanding of company due diligence requirements and the internal audit processes and keeps up to date with any changes to the policy
• Ensures the equipment on the sales floor and decor is compliant with Health & Safety Regulations and adheres to company guidelines to manage risk
• Ensures all kit swap out or new equipment is planned for implementation and instilled in line with a safe working practises

PEOPLE

Manages a committed team who feel fully engaged, supported and recognised for their contribution

• Develop and lead a motivated team, celebrate success and recognise contribution
• Raise the performance and capability of the team through clear accountability, coaching and regular feedback. Drive improvements in performance, conduct and attendance in line with company policy
• Identify and develop a clear and active talent pipeline to meet the store and regional succession plans
• Develop a capable BIG team and create a strong and effective working partnership with BIG in line with the Constitution
• Own your personal development

Drives individual performance and develops potential 

• Delivers the performance review process within agreed time frames and drives delivery of consistent standards of performance and behaviour.
• Agrees stretching targets for their team and takes appropriate action to deal with poor performance in a timely manner.
• Takes an active role in ensuring all new and existing employees develop the skills and experience to perform well in their roles.
• Identifies and develops talent through effective development planning.
• Identifies recruitment needs and takes active role in the selection of their team.
• Implements Company HR policies fairly and consistently across the store to drive improvements in attendance and behaviour.
• Takes Ownership for own development.

COSTS

Drives the store’s profitability through minimising losses, accurate staff cost management and drives an efficient & productive working culture

• Drives a profit protection mentality in store, raising awareness of potential risks and plays their part in the shrinkage plan including stocktake preparation and execution
• Leads through the Management Team by managing controllable costs eg Waste
• Effectively supports the managing of the stores staffing budget including holiday planning and absence management targets
• Understands store profitability and the impact on the Store Costs e.g. cleaning and maintenance costs
• Probes the monthly store cost report and the impact on store accountable contributors
• Ensures that there is an effective absence management process in place with the section manager team through the use of the Return to work interviews
• Leads improvement in store efficiencies by taking ownership in the process delivery
• Drives the team to deliver individual productivity and take appropriate action to improve/address where necessary
• Ensures the staffing model is regularly reviewed and reflects store activity and utilises maximising resource process to deliver right people in the right place and at the right time for Customer Assistants and SSAs- CDMs

Job Details

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