Deputy Store Manager – Selling & Service Stevenage

Posted: 20 Jan 2022
Closes: 20 Feb 2022
Reference: -1160066693


  • Deliver improved performance across all areas, driving KPI performance and delivering operational efficiency for their area of accountability
  • Support the Store Manager in the delivery of the Retail Plan and Store P&L across the wider store as one team
  • Duty Manage the Store in the absence of the Store Manager when required
  • Deliver all line management and associated people activity of the Team Managers and Team Support Managers for their area of accountability
  • Support the store to trade safely and legally, protecting Customers, Colleagues and the M&S brand
  • Support the Store Manager to deliver an inspirational, improved and consistent visual customer journey instore which inspires our customers to shop and buy more often

Key Accountabilities

  • To drive profitability and sales for their area of store through the delivery of the Retail Plan
  • To deliver and embed the business transformation plan and change initiatives within their area of accountability
  • 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 with the part they play
  • Responsible for ensuring the Team Managers are building the digital capability of their teams to sell through all channels
  • Proactively seek customer feedback and drive action to deliver improvement across the store
  • 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 of the Team Managers through quality conversations, managing underperformance where required and celebrating success
  • Ensuring all line management and people activities are delivered in accordance 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
  • Maintain a safe and legal store environment
  • Oversees 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
  • 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

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
  • Support Centre
  • Regional Leadership
  • BIG

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