Job description

Overview Of The Role:

• The Commercial Department Manager (CDM) is responsible for managing one or more retail departments within Marks and Spencer, ensuring efficient day-to-day operational management, and delivering excellent customer service. The role requires oversight of merchandising, stock availability, and profit protection, as well as delivering sales targets. A crucial part of the role involves training and developing team members, managing appraisals and performance, and ensuring the adherence to company policies and procedures. The CDM plays a supportive role in enhancing the store's reputation through diligent service management and customer interaction.

What You Will Do:

Customer Service

• Daily coaching of colleagues to maximize impact at department level and developing all employees to deliver world-class service.
• Responsible for protecting the Customer Journey while duty managing, prioritizing and coordinating the store objectives to maximize the customer experience.
• React to all customer feedback and follow up with actions within the department on a daily basis.
• Deliver friendly, knowledgeable, and efficient service within the department including sight lines, sizing, and one-to-one customer interaction.
• Ensure customer satisfaction through the implementation of Customer Service Index and Mystery Shopper programs.

Store Operations

• Ensure store opening and closing procedures are adhered to.
• Plan and implement store coverage properly.
• Implement company visual guidelines, layouts, and timescales within your department ensuring clear navigation and sight lines.
• Conduct daily floor walks generating positive sale-driving actions and coaching colleagues on conversion, basket drivers, and profit optimization.
• Ensure that cash line procedures are adhered to and controls are implemented for employee purchases, returns, and damages.
• Implement safety procedures in line with company policy to maintain a zero-accident environment.

People Management

• Properly induct and train newcomers and staff.
• Manage department colleague appraisals and reviews, performance management, and timely handling of HR issues according to company policies.
• Assist in succession planning and contribute to reducing attrition.
• Engage in Employee Engagement Surveys (EES) to assess staff satisfaction and areas for improvement.

Skills

Required Skills To Be Successful:

• Exceptional customer service skills with a focus on maximizing employee productivity.
• Strong leadership abilities to motivate and manage a team effectively.
• Excellent organizational and multitasking capabilities.
• Proficient in analyzing sales figures and implementing strategies for improvement.

What Qualifies You For The Role:

• High School diploma or equivalent.
• Minimum of 3 years of experience as a Senior Sales Associate.
• Proficiency in verbal and written communication, alongside good MS Excel and Word skills.
• Ability to lead and motivate a team effectively.