Job Description

At M&S, we’re evolving faster than ever before. As part of our transformation journey, we’re reshaping the way we serve our customers, empower our colleagues, and deliver results. We’re moving at pace, driven by innovation, agility, and a steadfast focus on excellence. If you're ready to lead with purpose, inspire teams, and make a real impact, this new role is your opportunity to be part of something extraordinary.

Lead and Inspire

• Take full accountability for your direct reports, owning their end-to-end experience.
• Mentor and develop your team to be their best, celebrating success and managing performance effectively.
• Collaborate with the store leadership team to deliver shared objectives.
• Role model the M&S behaviours and demonstrate flexibility as business priorities evolve.
• Act on customer feedback with urgency to go above and beyond.
• Empower teams to take ownership of Service, Selling, and Filling.
• Create a great place to work by listening to and acting on colleague feedback.

Deliver with Excellence

• Ensure the store trades safely and legally at all times.
• Support and coach Shift Leads and Sales Advisors to deliver smooth operations—without directly completing operational tasks.
• Implement launches, events, and campaigns flawlessly, right first time.
• Drive accurate execution of all processes and guidelines in collaboration with your team.

Drive High Performance

• Raise the bar through coaching and performance development.
• Lead your team to deliver a consistent and exceptional customer experience.
• Drive sales and contribution through consistent delivery of key inputs.
• Demonstrate digital confidence across all platforms including Time & Attendance (T&A), MyHR, Teams, and PowerBI.

People Accountabilities

• Support your team across the full colleague lifecycle: hiring, duty of care, Return to Work (RTW), scheduling, holiday management, and more.
• Manage new starters through probation effectively.
• Spot and develop talent to meet future succession needs.
• Ensure duty of care calls and Returns to Work are completed promptly.
• Conduct absence review meetings where applicable.
• Complete 100% of check-ins, celebrating success and managing performance.
• Ensure compliance learning is completed by all colleagues.