19 October, 2017


We inspire quite a few customers over the Christmas period. We didn’t know it at the time, but we inspired a future Section Manager too. Joseph was doing his degree in Accountancy and Financial studies when he decided to take a Christmas job with us to support himself. Later on in his studies, he was offered a Relief Section Manager job, and jumped at the chance.

“I absolutely loved the five months while I was in this role, leading a team and learning a new job,” he says. “I’ve been supported all the way through my journey from Customer Assistant on a 16 hour-a-week contract to where I am now, a full-time Section Manager.”

Joseph’s original career plan was to go into banking. The financial world’s loss was his team’s gain, as he’s convinced that they enhance the customer experience, and inspires them to do that each day. “Your team will always look to you for the direction they need to make every moment special for our customers. I do daily team huddles and try to keep them fun and memorable so that the information is easy to take on board. I’ve even done briefings in the style of game shows.”

It’s an approach that’s paid off for Joseph. His team were involved in a décor project that Head Office colleagues wanted to trial, which involved transforming the food hall in a short space of time. That meant they had to adjust their hours at the last minute and work around what Head Office needed.

“It was a challenging couple of days but they didn’t whinge once,” he says. “Every team member worked their socks off from early morning to late night so that we delivered the perfect food hall for our visit, while maintaining the highest level of customer service.”

And is the team really what makes M&S different from other retailers? Joseph thinks so. “Each member of staff is committed to driving the customer experience in store and inspiring our customers to continually shop with us. They understand our values and want to deliver the service customers have come to expect from us.”

Joseph has his own career aspirations too, and would like his next job to be Food Store Manager. His team will miss him, but we’ll all support him.

If you believe you could be an inspirational leader like Joseph, click here to join us as a Section Manager.

Inside M&S