Duty Manager | Marks & Spencer | Mall of Egypt

Job Requisition ID: 181282 

About Al-Futtaim
Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

• The Duty Manager is responsible for overseeing the daily operations of the store, ensuring a high standard of customer service, efficient stock management, and compliance with company procedures and legal requirements. The role involves leading and motivating the department to drive sales and operational efficiency, managing store openings and closings, and collaborating with the Operations Team Lead to optimize performance. Success in this role requires excellent leadership and team management skills, as well as the ability to maintain a positive and collaborative environment while meeting and exceeding sales targets.

Lead and Engage the Department Team

• Lead, motivate, and inspire a high-performing team to meet and exceed sales targets.
• Foster a positive and collaborative team environment, ensuring staff are motivated, engaged, and equipped with the skills and knowledge needed to succeed.
• Conduct regular team meetings, one-on-ones, and performance reviews to provide feedback, set goals, and encourage team development.
• Ensure the team is properly trained on product knowledge, customer service standards, and store policies.

Manage Store Operations

• Manage store operations during key times, including openings, closings, and cash counting, particularly in larger stores.
• Ensure smooth transitions between shifts, maintaining operational efficiency and store standards.
• Handle key administrative tasks such as cash reconciliation and ensuring accurate store financial records.

Drive Excellent Service on the Sales Floor

• Ensure all team members deliver exceptional customer service and create a positive shopping experience for every customer.
• Actively engage with customers on the sales floor to provide assistance, handle queries, and resolve any issues promptly.
• Lead by example, demonstrating best practices in customer interactions, upselling, and product recommendations.

Stock Management

• Oversee the efficient management of stock, ensuring accurate stock levels, timely replenishment, and well-organized inventory.
• Manage inventory transfers, ensuring that stock is moved and tracked appropriately across the store.
• Monitor and implement the replenishment app, ensuring that stock is replenished in a timely manner to maintain availability on the sales floor.
• Regularly conduct gap scanning and cyclic counts to ensure accuracy in stock levels, minimize loss, and optimize inventory turnover.

Ensure SOP, Procedures, and Standards Compliance

• Implement and uphold the company's Standard Operating Procedures (SOPs) and operational standards across all customer touchpoints, including Clothing, Food, and Cafe.
• Ensure the department is compliant with all Trading Safety, legal, and health & safety regulations to create a safe and welcoming environment for both customers and staff.
• Regularly review and communicate SOPs to the team, ensuring all policies are consistently followed and best practices are adhered to.

Drive Sales and Profit for the Department

• Work with the store leadership team to set and achieve sales targets, continually driving the department’s performance.
• Analyze sales data to identify trends, opportunities, and areas for improvement, and develop action plans to maximize sales and profitability.
• Optimize staffing levels based on sales floor traffic and customer demand to ensure excellent service without compromising on operational efficiency.

Collaborate with Visual Merchandising (VM) Team

• Conduct weekly walks with the VM team to review store displays, merchandising strategies, and product placement.
• Offer input on commercial decisions and provide feedback on how merchandising can better support sales objectives.

• Excellent leadership and team motivation skills.
• Strong customer service commitment.
• Proven ability to work under pressure and handle challenging situations.
• Knowledge of stock management and SOP compliance.

• Proven experience in retail management or a similar leadership role, ideally with exposure to Clothing, Food, or Cafe operations.
• Strong understanding of stock management, including inventory transfers, replenishment apps, and cyclic counts.
• Knowledge of Standard Operating Procedures (SOPs) and legal compliance in retail, particularly in the areas of Trading Safety, health and safety, and customer touchpoints.
• Excellent leadership and team management skills, with the ability to motivate and engage staff to deliver outstanding customer service.
• Ability to handle store openings, closings, and cash counting accurately and compliantly.
• Analytical mindset to review store performance reports and take proactive commercial actions to improve results.
• Strong communication skills to interact effectively with customers, staff, and management.
• Ability to work flexibly and effectively under pressure, especially during peak trading periods.
• Familiarity with Visual Merchandising and its impact on sales and customer engagement.

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