Job description
2Pi-Jobs is acting as an Employment Agency in relation to this vacancy.
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.
Job responsibilities
- 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.
Other educational qualification
High School diploma or equivalent.
Skills
- 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.
- 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.