Duty Manage in the absence of the next level Leader when required
Champion new ways of working within stores through an open mindset and positive attitude
Leads colleagues in delivery of task prioritising customer first
Plans, allocates and follows through on delivery of task to a consistent standard across the store
Drives on the job productivity
Supports colleagues through coaching and feedback
Uses MI to take action to drive performance
Helps maintain a safe and legal environment for colleagues and customers
Supports the delivery of an inspirational,improvedand consistent visual customer journey instore which inspires our customers to shop and buy more often
Key Accountabilities
Delivers great standards and service by putting the customer first
Acts on customer feedback to deliver improvement
Ensures the delivery of brilliant basics
Coach the team to deliver excellent standards of product presentation
Supports the delivery of plan A
Provides regular and timely feedback to line manager to support colleague performance
Supports with the training and coaching of colleagues maximising digital tools and channels
Identifies colleagues for recognition and celebrate success within the store
Provides feedbacktoBIG to improve colleague experience
Supports the Team Manager with the delivery of store selling and cost targets by utilising MI to identify opportunities andtakes action
Role models new ways of workingthrough the use ofdigital tools
Allocates resource efficiently to deliver process, task and service ensuring activity is completed consistently and productively
Delivers operational excellence ensuring all processes and tasks are delivered in line with business expectation
Maintains a safe and legal store environment
Supports visual merchandising updates across all launches,eventsand campaigns
Key Capabilities
Understands how M&S operates,it’sstrategy, future and the role they play
Effectively manages own reactions and responses around change
Helps colleagues to develop by listening, askingquestionsand giving feedback to encourage reflection and different thinking
Sets performance objectives for self in conjunction with line manager and in line with business plans
Takes accountability for planning and managing own work efficiently to ensure objectives are met
Treats all colleagues the fairly, understanding that different people will provide different perspectives and have different needs
Builds positive relationships by being a good listener and getting to know people by establishing a connection
In control of their own reactions and considers how to share their perspective to create better reaction for team
Technical Skills/ Experience
Support the delivery of excellent customer service and KPI’s across the store
Good level of digital capability and can access and utilise relevant systems
Good knowledge of the commercial operation, brilliantbasicsand operational excellence
Current working knowledge of all VM principles
A good communicator with the ability to build relationships and work within a team
A good knowledge of the legal requirements associated with the role of a customer assistant and when duty managing
Maintain high presentation standards, attention to detail and deliver on time, right first time
Interpret data relevant to the role
Demonstrates flexibility and adaptability to change
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