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 there is an active listening strategy in place across the store, so that the colleague voice is heard 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 Support Centre