Commercial Department Manager

Overview of the role

Give great service & sell to our customer, directly & by doing the jobs required

What you will do

Description:

SALES

Co-ordinates people resource and activity to ensure right people in the right place to deliver the sales plan

• Takes part in commercial walk rounds with Store Manager and store visitors.
• Complete probes and ensures the actions are delivered.
• Keeps up to date with all key communication documents and takes appropriate action.

Organises resource to ensure optimum stock levels for opening and throughout the trading day

• Co-ordinate the deliveries, early morning fill / ambient operation in line with the FIFO.
• Manages shelf availability to deliver accurate results for the store.
• Co-ordinates stock accuracy adjustments and ensures activity is delivered within relevant timelines.
• Maintains knowledge of the day to day stock holding in the store and can co-ordinate resource to ensure availability is maintained throughout the day.

Organises resource to deliver corporate layout, phase changes, floor plan and planogram implementation

• Co-ordinate resource to deliver launches and phase change implementation.
• Organize resource to deliver floor plan implementation.
• Carries out decor and equipment checks and implements follow up actions.

SERVICE

Co-ordinates resource across zones and Key service areas to ensure customer needs are met

• Ensure all of the Zones, tills and key service areas are resourced and reacts on a daily basis to meet the needs of our customers.
• Responds to and deals with Customer queries, concerns and complaints.
• Flexible approach to working in other areas of the store to meet customer demands.

Guides, coaches and leads the Store team which help improve the customer shopping experience

• Ensures a memorable shopping experience 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'.
• Observes service delivery and provides feedback to individuals who do not demonstrate the key service behaviors.
• Recognizes individuals who deliver excellent service by giving feedback and nominations to reward those who provide excellent customer service.

STANDARDS

Ready to Trade Standards

• Co-ordinates resource across zones to ensure that ‘packet perfect standards’ are maintained.
• Provides guidance and feedback to customer assistants on hygiene standards.
• Ensures standards at all service points are maintained throughout the day.

Co-ordinates resource and allocates Due Diligence activities to ensure department is trading safely and legally

• Co-ordinates DEF Reduction and removal.
• Completes / prepares compliance paperwork for Sign Off.
• Carries out Duty Management role before store opens / post closure.
• Manages the bag and locker checks / till to ensure dual control compliance and protection of the individual being searched.

PEOPLE

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

• Communicates effectively and engages team through team briefs and huddles.
• Takes time to ensure employees understand the part they play in delivering their accountabilities.
• Provides regular feedback to team members and recognises individuals who perform well in their role.
• Understands Engagement Survey scores and takes action to drive improvements across the team/department/store.

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

Contributes to the store's profitability through minimising losses and accurate staff cost management

• Plans and allocates staffing resource across the section through the use of rostering to ensure that the operational needs of the store are met and are within budget.
• Reviews individual transaction rate data and takes appropriate action to improve performance.
• Reduces idle time on tills by ensuring resource is redeployed appropriately
• Manages and plans holiday/vacation ceilings to ensure that the operational needs of the section and store are met.
• Ensures that there is an effective absence management process in place through the use of the return to work process.

Performance Indicators

•      Stock Availability

•      Meeting Sales targets

•      Tell M&S

•      Complaints/Customer Feedback

•      Waste Management