Store Manager

Overview of 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.

What you will do

Description:

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 maximize 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 behavior 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, maximize 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 maximize 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 behavior 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, maximize 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

Maximizes 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 required 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 delivered by the team.
• Recognizes 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 behaviors.

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 behaviors 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 offered 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
• Analyze risks and opportunities to maximize 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