Retail management
Our retail management team are responsible for the commercial performance of anything from an individual store to an entire region.
As well as maintaining the Your Marks & Spencer brand, they drive sales, identify key customer behaviours, set store staffing costs and look at new ways to increase turnover. All of which will ensure their teams are delivering the kind of customer service that gets people talking.
"Marks & Spencer works very hard to offer its people a good
work/life balance, no matter what level they're at."
Anna, Resources Manager
Joining our team at this level calls for a range of experience and skills. Firstly you’ll need sufficient professional gravitas to provide effective leadership and coaching to your team. You’ll also need a proven ability to manage people, product availability, financial performance and internal relationships.
To give you a better idea of what it’s like to be a manager at Marks & Spencer, we asked various members of our management team to talk about their role within the business. Here’s what they had to say.
Profile of Anna
Human Resources Manager, Bath region
What brought you to Marks & Spencer?
I’ve always been attracted by the Marks & Spencer brand, so when this job came up I jumped at the chance. I had about three and a half years’ HR experience at the time and this role really matched my skills. Marks & Spencer also had a reputation for developing and delivering supportive people policies, which I wanted to get involved in.
What’s it like to work here?
The first thing you notice is how long people have been with the Company (I’ve only worked here for three years, so to most people it must seem like I joined yesterday). There is a definite culture to stay once you’re part of the team, and you get a sense that people are very loyal to the Company. A lot of that has to do with the fact there are so many opportunities to develop new skills and progress within the business. Plus Marks & Spencer works very hard to offer its people a good work/life balance, no matter what level they’re at.
Describe your day-to-day responsibilities?
I’m responsible for a cluster of 15 stores and more than 1,500 employees. My main task is to ensure each store is delivering its HR objectives and achieving its goals. Part of this involves monitoring the stores to see if any behavioural changes are required and I also champion the overall business’s People Proposition. Trying to consistently deliver the highest standards of HR policy can be a challenge (especially as we have to think how our decisions will affect the customer before any action is taken) but it just makes implementing new procedures in-store all the more rewarding.
What’s the best part of your job?
By far the best aspect is helping such a large number of people achieve their potential. I support a range of stores and it’s immensely satisfying to put them on the right track. There’s also plenty of scope to be creative in the way I work. As long as I reach my goals I get to be my own boss and enjoy all the freedom and flexibility that goes with it.
Profile of Brian
Store Manager, Omagh
Can you give us an insight into your role?
I’m responsible for the commercial performance of my store, and the quality of the staff, products and service within it. In addition to driving sales, identifying customer behaviour and setting staffing costs I make sure all product displays and merchandising are consistent with the Your Marks & Spencer brand. I also manage product availability, financial performance and internal relationships, but above all, I ensure my team delivers the kind of customer service that gets people talking.
What brought you to Marks & Spencer?
It’s been my lifelong dream to work for this Company. I’d made it to assistant store manager in other regional stores, who’d all looked up to Marks & Spencer and tried to follow their lead. So to finally get the opportunity to work here is fantastic.
What’s the working environment like?
My store was only opened in July 2004, so everything is still looking lovely and new. It was the first of the re-designed Marks & Spencer stores to be opened in Ireland and has been a fantastic success. We’re based in a new retail park, which has attracted a lot of big names to the area, and our initial recruitment advert generated over 1,000 applications. For once in my life I can truly say that I enjoy going to work every day, and I really like the buzz you feel all around the store. And because Marks & Spencer really believes its people are its most valued asset, this creates an environment where everyone enjoys coming to work.
What’s the best part of your job?
I love the fact that no two days are the same and I’m lucky that I get to work with a team of very talented people. I also enjoy meeting and listening to my customers. But if I had to pick out the best experience I’ve had it was the day the store opened. There were massive queues and seeing the anticipation on people’s faces was something I will never forget.
What sort of challenges do you face?
Our store is probably one of the smaller stores in the region, and because of our success we have almost reached capacity. It’s a challenge to keep stock replenished and make sure we keep the shop floor running smoothly. Due to space restrictions we are limited to what ranges we can carry, so we have to work a bit harder to make sure we fulfil our customers’ needs.
Profile of Belinda
Human Resources Regional Manager, Chelmsford region
What brought you to Marks & Spencer?
Previously I’d worked in the hospitality industry and then joined a major supermarket chain as a store HR Manager but I’ve always been attracted by Marks & Spencer’s diverse product range. I believe they still offer the best quality when it comes to catering for people of all ages. And I was interested in working with people with such a variety of expertise.
Can you give us an insight into your role?
I work in one of the specialist areas that support our store managers, where I help to shape both the culture and the business for the future. It’s the perfect role for me because it enables me to build on my previous retail experience. Marks & Spencer really want to drive change in their stores and as a member of the HR team I have the chance to develop and implement that change.
What’s the culture like?
I’ve seen a lot of change in the three years I’ve been here. But the main focus at the moment is to develop and maintain a performance management culture that will give us the chance to get the best from our teams. It’s all about creating a working environment that encourages people to add to their skills, and where they’re provided with everything they need to achieve their potential.
What’s the best part of your job?
I liaise with six stores in my region and I love interacting with the different teams who work in them. When I arrive at the stores people are pleased to see me and feel that I can help them overcome the challenges they face. So in that sense I feel personally valued and this motivates me to work even harder to help my stores meet and exceed their goals.
What part of your job do you find most challenging?
The flip side is that I have to monitor teams against the targets they’re set. I also have to push people to make sure we’re all focused on making Marks & Spencer the first choice for customers on the high street. In recent years we have had to become a lot more target driven and achieving these goals has been a major challenge for everyone involved.
Profile of Andy
Commercial Manager, Pudsey, West Yorkshire
What brought you to Marks & Spencer?
After graduating I spent nine years working for a supermarket chain, where I progressed from trainee to store manager. I’d always admired the quality of Marks & Spencer food, so when I heard about the development (and forthcoming launch) of the Simply Food brand I wanted to be part of it. I applied and got the job to open two of these new stores in the York area. Since then I haven’t looked back.
What’s the working environment like?
Marks & Spencer really understands that retail isn’t just about pounds and pence. It’s not a sell, sell, sell environment. It’s much more about quality. You do feel a responsibility to the brand and there's a bit of pressure in maintaining the reputation of a company that (for all intents and purposes) is a national treasure. But I’ve always found that, because of the way we recruit and train people, we’re able to create a working environment that’s full of motivated teams who have a good understanding of product lines and are a real joy to work with.
Describe your day-to-day responsibilities?
As Commercial Manager of the Food section, I’m responsible for delivering excellent customer service, maximising sales and controlling all cost lines. I also oversee my team’s development and training. My biggest challenge is keeping our customers (who all have different needs, desires and requirements) happy. I’m the first to recognise there are plenty of competitors out there to tempt them away. So it’s humbling to know how many people have stayed loyal to the Marks & Spencer brand and its products.
What’s the best part of your job?
I enjoy leading a team of people who believe it’s a pleasure to provide our customers with great service and products. We know that we need to work together if we’re going to achieve our goals. But that doesn’t mean there’s no time or opportunity for individuals to shine and be heard. I also like the fact that we do everything we can to look after our people. Times are challenging but we recognise that we can’t afford to provide our teams with anything less than an inspiring and supportive working environment.
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