Store Manager | Marks & Spencer | City Stars

Overview Of The Role:

• The Store Manager is tasked with leading the team to achieve retail objectives while creating a welcoming environment that delivers an exceptional customer experience in-store and across digital channels. The role involves extensive involvement in sales, service standards, stock management, and operational efficiencies, playing a pivotal role in enhancing customer satisfaction and driving store performance. Success in this role requires strong leadership skills, attention to detail, and the ability to foster an engaging team culture.

What You Will Do:

Sales

• Deliver the 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 digital channels.
• Identify opportunities to drive sales performance through regular review and analysis of management information and embed this behavior within the team.
• Inspire the team to deliver store and regional events that enhance customer engagement.
• Build strong relationships internally and externally to drive sales performance, maximize footfall, and share best practices.
• Ensure right-first-time implementation of retail activity and deliver excellent visual standards of presentation.

Stock Management

• Maximize stock accuracy and on-shelf availability through effective management.
• Drive accuracy and availability processes to achieve business availability targets.
• Manage food fill and top-up processes for cost improvement and productivity targets.
• Ensure daily diagnostics and take action to maintain stock standards.
• Verify store stock reports for accuracy and sign off daily.

Service

• Provide feedback to individuals that recognizes great service, driving improvement.
• Use relevant service measures to identify actions for improvement and feed back to the team.
• Sample and measure service using Tell M&S results and customer recommendations.
• Recognize individuals who deliver excellent service and reward them appropriately.
• Coach team to actively demonstrate and role model excellent service behaviors.
• Manage the delivery of the Customer Service Experience, ensuring memorable shopping experiences.
• Resolve customer complaints in a timely manner.
• Ensure personal appearance of the team meets M&S standards.

Standards

• Lead the team to deliver 'Ready to Trade Standards', presenting a clean and safe environment.
• Ensure compliance with safety regulations and manage risk adherence.
• Drive operational excellence and look for continuous improvement opportunities.
• Analyze risks to maximize profitability and control store operating costs.
• Collaborate with visual teams on delivering excellent standards in visual merchandising.

People

• Manage and support a committed team, fostering engagement and recognition.
• Develop a motivated team, celebrate success, and acknowledge contributions.
• Drive performance improvements through clear accountability and regular feedback.
• Identify recruitment needs and actively contribute to team selection.
• Develop talent through active developmental planning and performance reviews.
• Ensure implementation of HR policies fairly across the store.

Costs

• Drive store profitability by minimizing losses and accurate staff cost management.
• Lead the team in managing controllable costs such as waste and staffing budgets.
• Analyze monthly store cost reports and implement efficiency improvements.
• Ensure effective absence management processes are in place.
• Review staffing models to reflect store activity and maximize resources.

Skills

Required Skills To Be Successful:

• Exceptional leadership and team management capabilities.
• Strong analytical skills for sales and operational performance.
• Proficient in retail and F&B hygiene standards.
• Ability to drive sales and service improvements through strategic initiatives.

What Qualifies You For The Role:

• High School educated, preferably with a university degree.
• 10+ years of experience in retail or F&B sales.
• F&B hygiene knowledge and certification required.
• Proven ability in verbal communication and engaging customer service.