Retail Service Manager - Group Transport

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Job Description

This role will lead the Clothing & Home Logistics Retail store service agenda between the Logistics Support Centre and our 3rd Party Logistics (3PL's) Service Manager(s) to improve the service performance we provide to both our stores and our customers in a cost-efficient way. This will require a collaborative approach to balance both the needs of our Retail and our Supply Chain & Logistics teams, so we can enhance our On-Time-In-Full (OTIF), improve the consistency of our deliveries and embed a new Customer Relationship Management (CRM) programme across the network.

NB: This role could be based at Bradford, Castle Donington, Welham Green or our Waterside Support Centre but travel will be required for this role to our Distribution Centre at Castle Donington a minimum of two days a week and you will also need to be prepared to visit our Stores, Support Offices and 3PL's regularly.

What you'll do

Your key accountabilities will include:

• Develop and implement business change of the CRM programme for the Clothing & Home Logistics network, managing and influencing internal partners and 3PLs to increase customer (Retail store) satisfaction.
• Instil a strong customer performance ethos through the transformation of the current 'Help Desk' to a 'Logistics Support Centre', building the capability; people, systems and process to improve efficiency and overall customer satisfaction.
• Apply specialised knowledge and expertise to identify, analyse, and resolve complex operational challenges. Develop through business analytics, enhanced service reporting metrics, monitoring and analysing store service performance.
• Mentor and develop the Logistics Support Centre Manager and wider team to nurture an environment where they will instil high-performance, promoting the organisations' purpose and values.
• Work collaboratively with Supply Chain and Transport to ensure that delivery schedules are aligned to forecasted volumes and provide a level of 'volume consistency' to improve both store and transport efficiency.

Who you are

Your skills and experience will include:

• Experience leading in a Retail and Logistics customer service environment with the ability to lead, organise and direct a team to help them manage multiple conflicting priorities.
• Employs strong communication and relationship building skills, demonstrating an ability to influence, guide, persuade, and inspire partners at all levels with both our internal partners and 3rd Party Logistics Partners.
• Provides constructive feedback, objectively assesses team members, builds team member skills, helps people in achieving their highest potential.
• Develops effective relationships, treats others with respect, demonstrates sensitivity to diversity, harnesses difference, cultivates positive workplace relationships.
• Generates enthusiasm and has a positive approach to change, overcomes barriers to change, seeks opportunities to improve processes, plans & carries through change. Drives any initiatives forward through to completion and effective implementation.

Everyone's Welcome

We are ambitious about the future of retail. We're redefining, innovating and leading the industry into a more conscientious, inspiring digital era. We're reimagining how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together!

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.