Purpose 

• Delivery of the retail plan across all areas of the store including commercial, operations, people, visual and customer 
• Drive improved KPI performance and deliver operational efficiency 
• Setting the strategic direction for the store aligned to the retail priorities 
• Ensuring the teams within the store are clear on their part to play and holding all line managers to account 
• Take full accountability for all line management and associated people activity of managers within the store 
• Support the store to trade safely and legally, protecting customers, colleagues and the M&S brand  
• Accountable for the delivery of an inspirational, improved and consistent visual customer journey instore which inspires our customers to shop and buy more often  

Key Accountabilities 

• Drive profitability and sales through the delivery of the Store P&L and Retail Plan across the store 
• Deliver and embed the business transformation plan and change initiatives through the store team 
• 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 on the part they play 
• Ensuring the leadership within the store are building the digital capability of their teams to sell through all channels 
• Building a diverse and talented team which supports the growth of the wider Region and business 
• Represents the store voice and takes ownership for action to deliver improvement across the store 
• Uses data and insight to enhance the customer experience, to improve the operation, and drive results 
• Support the delivery of Plan A 
• Regularly reviews individual performance of the leadership team through quality conversations, celebrating success and managing underperformance where required 
• Ensuring all line management and people activities are delivered in accordance with company process and policy 
• Ensure an active working partnership with Store and Regional BIG, provide feedback and support the development of the store BIG team 
• Deliver operational excellence to maximise product availability, minimise stock and cash loss across the total store 
• Maintain a safe and legal store environment 
• Accountable leader for 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 
• Holds themselves and their teams accountable for delivering objectives and business targets 
• Proactively seeks input from customers and colleagues to uncover new business opportunities 
• Ensures all direct reports have performance objectives aligned to the business plan and reviewed on a regular basis to reflect business changes 
• 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 
• Regional Leadership 
• Store and Regional BIG 
• Support Centre