As a People Manager in our London Hub you will manage and lead a dynamic team of employees that work within the building and remote teams working from home or within our Microsoft offices. You will be looking to engage these teams and managers at multiple levels by leading the rhythm of business (e.g., check-ins), holding others accountable, and coaching the team to ensure targets are met.

You'll inspire the team to be customer-obsessed, delivering full solutions, showcasing the latest Microsoft products and services, and empowering the team to remove barriers to customer satisfaction.

You'll oversee, implement, and communicate sales, training, and support business strategies and department-specific plans in alignment with company priorities to ensure a seamless employee and customer experience. You will analyse sales, financial reports, and feedback from customers and employees to ensure growth,  integrity and compliance in business operations and oversees staffing and hiring process.

Responsibilities

Motivates a large team by empowering employees and leaders to collaborate and do their best work, creating an inclusive environment, and ensuring all voices are heard. Inspires the team to be customer-obsessed, delivering full solutions and showcasing the latest products and services that Microsoft has to offer. Coaches the Hub leadership team, ensuring alignment and accountability between all functions. Oversees, implements, and clearly communicates sales, training, and support business strategies and department-specific plans in alignment with company priorities (e.g., Corporate, Market, Hub) to ensure a seamless employee and customer experience.

Manages a dynamic team of Hub employees at multiple levels by leading the rhythm of business (e.g., check-ins), holding others accountable, and following up with and coaching team members to ensure targets are met. Ensures integrity and compliance in business operations. Keeps up to date on the status of all functions, globally, and areas of responsibilities and communicates Hub updates to leadership. Provides communication and ensures awareness of company goals and direction, with assistance from the team.

Manages employee functions by supporting and resolving conflicts, addressing disciplinary concerns and progress, carrying out rewards processes, and leading other people-related functions, leveraging HR partners and leadership for assistance and guidance. Oversees staffing and hiring process for the Hub by managing headcount, coordinating with external recruiting partners, guiding the interview processes, and ensuring staffing needs are met to attract, develop, and inspire the Hub team.

Ensures completion of and supplements training models to ensure proper product and services knowledge for all associates. Evaluates, ensures completion of, and supplements onboarding procedures and processes for new hires in their respective roles within the store/hub. Fosters a continuous learning environment for store/hub employees to increase their capabilities. Leads the team by example (e.g., challenger mindset), finding solutions to create and maintain a high level of customer experience. Drives future-focused talent strategy to build diverse bench strength for greater Microsoft including succession planning and sharing knowledge, best practices, and learnings. Seeks to inspire and attract future talent.

Customer Focus

Drives a culture that consistently obsesses over our customers, innovates, builds on the ideas of others, and impacts overall business results through passionate and motivated teams. Represents the face of Microsoft to all customers (internal and external) to grow customer success. Conveys Microsoft differentiators in the market. Oversees customer interactions in the Hub to ensure customer satisfaction and loyalty.

Empowers the team to remove barriers or customer dissatisfactions, including both digital customers and in-person customers. Acts as a key partner for One Microsoft for all customer escalations that occur. Coaches the team on how to respond to challenging situations and ensures proactive communication around incidents. Addresses and resolves highly escalated situations as needed.

Calmly adapts to short and long-term changes in business and pivots strategies to meet goals. Effectively responds to changing Hub environment, circumstances, and situations through customer engagements. Has the ability to work at multiple levels of the organization and adapt approach to any situation.

Deliver Success

Drives a culture of compliance by providing supervision and accountability across the team. Ensures gaps are addressed based on audits/reviews and drives excellence in execution.

Creates a strategy designed to deliver on Hub budget established by Finance; reviews P&L; manages within the defined Opex budget.

Drives Hub sales and financial performance for small-to-medium businesses (SMB) and education. Analyses sales and financial reports (e.g., profits & losses, sales metrics), and feedback from customers and employees to ensure growth (e.g., year-over-year). Collaborates with corporate stakeholders to communicate financial and sales results and overall performance to leadership. Creates high-impact, strategic sales plans in partnership with corporate for team members and adjusts plans as needed. Develops market-level strategies to achieve financial, operational, and customer-service goals. Ensures employees have visibility to progress and are recognized for achievements; motivates the team to achieve results and celebrates wins.

Oversees, monitors, and tracks store operations and inventory (e.g., cycle counts, process transactions) to address Microsoft Experience Centres needs and improve processes. Ensures safety and accuracy, using tools to proactively ensure robust in-stock position.
Inspects results, creates a culture of accountability, and sets expectations to deliver on sales, training, and support targets provided by Finance. Adjusts as needed to ensure goals are met.

Qualifications

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.