SALES Leads store colleagues and the management team to achieve the multichannel sales plan by identifying opportunities and risks Regularly reviews & analyses sales figures to identify opportunities to develop sales performance across the store. Understands the local competitors, their fashion offering, visual merchandising approach and uses this information to identify sales opportunities within M&S. Develops knowledge and uses this information to develop store teams fashion knowledge. Implements the marketing and store presentation principles for all layout/grid changes.. Identifies risk areas and probes performance to deliver improvements through the Management Team. Drives multichannel performance through effective use of reports and raising awareness through the management team to exploit sales opportunities across the store. Drives and leads accurate stock management and timely implementation of seasonal updates and events in line with the Brand, Space, Store Presentation and Marketing principles Has a thorough understanding of the M&S Brand & Sub-Brands. Drives the Visual Team to ensure the delivery of the activity calendar including events, sale, seasonal and product launches. Exploits GM Stock Management Systems to maximise stock accuracy and availability through the Management Team. Indentifies risk opportunity trends each seasonal update. SERVICE Role models and drives a memorable multichannel shopping experience by engaging with and making a personal connection with the customer Delivers great service for our customers and role models 'Service -Doing the Right Thing' and our 4 key service behaviours at all times. Ensures customer complaints are dealt appropriately with in a timely manner and risks are identified and managed. Ensures service standards are driven throughout the day by conducting customer walkthrough and observations. STANDARDS Leads the team to the delivery of ready to trade standards, delivering an aspirational and clean environment for customers and colleagues Ensures the store is 'Ready To Trade' and corporate standards are maintained throughout the day. Ensures clean as you go is a rhythm and routine through the Section Manager team driving this on their departments. Drives a collaborative approach with the visual team on delivering excellent standards. Leads Safe & Legal working environment for colleagues & customers and is accountable for the stores Business Continuity Plan Drives management team to deliver all legal ticketing and decor is on display in line with the country/M&S Policy. Has a detailed understanding of due diligence requirements and the internal audit processes. Ensures all compliance documentation is signed off within the required time scales. Drives an updated and accurate store Business Continuity Plan. PEOPLE Leads a committed team who feel fully engaged, supported and recognised for their contribution Communicates effectively and engages team through team briefs and management meetings. Takes time to ensure the team understand their accountabilities and how they contribute to the store's performance. Provides regular feedback to your direct reports and recognises individuals who perform well in their role. Understands Your Say Survey and pulse scores and follows up with an action plan to drive improvements across the team and store. Meets with Employee representative(s) regularly to build a strong working relationship. Drives individual performance and develops potential through the successful implementation of the career path Delivers the Performance Management Review process within agreed time frames and drives delivery of consistent standards of performance and behaviour. Agrees stretching targets for the team and takes appropriate action to deal with poor performance in a timely manner. Identifies and develops talent Sets clear direction and coaches team to achieve the required standards Implements company HR policies consistently across the store to drive improvements Takes ownership for own development by growing technical ability and demonstrating a set of strong business competencies. Identifies training needs in store and supports the region when required. COSTS Leads the store's profitability through minimising losses, accurate staff cost management and drives an efficient & productive working culture Drives a profit protection mentality in store, raising awareness of potential risks. Ensures daily focus on managing controllable costs e.g. Soiled & Damaged, Waste, Recovery and Staffing. Exploits and effectively supports the management of stores staffing budget including holiday planning and absence management targets. Drives the actions of store profitability and the impact on the store costs e.g. cleaning, maintenance costs. Ensures there is an effective absence management process in place with the management team Leads improvement in store efficiencies e.g. productivity Drives the team to deliver individual productivity and take appropriate action to improve/address where necessary. Supports the Plan A Champion to drive Plan A commitments to achieve business targets across the store.