Store Manager | Marks & Spencer | City Stars

Job Requisition ID: 182165 

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 Store Manager is tasked with leading the team to achieve retail objectives while creating a welcoming environment that delivers an exceptional customer experience in-store and across digital channels. The role involves extensive involvement in sales, service standards, stock management, and operational efficiencies, playing a pivotal role in enhancing customer satisfaction and driving store performance. Success in this role requires strong leadership skills, attention to detail, and the ability to foster an engaging team culture.

Sales

• Deliver the sales plan for the store by identifying opportunities to drive sales performance across key departments.
• Lead a selling culture within the team and maximize sales in store and through digital channels.
• Identify opportunities to drive sales performance through regular review and analysis of management information and embed this behavior within the team.
• Inspire the team to deliver store and regional events that enhance customer engagement.
• Build strong relationships internally and externally to drive sales performance, maximize footfall, and share best practices.
• Ensure right-first-time implementation of retail activity and deliver excellent visual standards of presentation.

Stock Management

• Maximize stock accuracy and on-shelf availability through effective management.
• Drive accuracy and availability processes to achieve business availability targets.
• Manage food fill and top-up processes for cost improvement and productivity targets.
• Ensure daily diagnostics and take action to maintain stock standards.
• Verify store stock reports for accuracy and sign off daily.

Service

• Provide feedback to individuals that recognizes great service, driving improvement.
• Use relevant service measures to identify actions for improvement and feed back to the team.
• Sample and measure service using Tell M&S results and customer recommendations.
• Recognize individuals who deliver excellent service and reward them appropriately.
• Coach team to actively demonstrate and role model excellent service behaviors.
• Manage the delivery of the Customer Service Experience, ensuring memorable shopping experiences.
• Resolve customer complaints in a timely manner.
• Ensure personal appearance of the team meets M&S standards.

Standards

• Lead the team to deliver 'Ready to Trade Standards', presenting a clean and safe environment.
• Ensure compliance with safety regulations and manage risk adherence.
• Drive operational excellence and look for continuous improvement opportunities.
• Analyze risks to maximize profitability and control store operating costs.
• Collaborate with visual teams on delivering excellent standards in visual merchandising.

People

• Manage and support a committed team, fostering engagement and recognition.
• Develop a motivated team, celebrate success, and acknowledge contributions.
• Drive performance improvements through clear accountability and regular feedback.
• Identify recruitment needs and actively contribute to team selection.
• Develop talent through active developmental planning and performance reviews.
• Ensure implementation of HR policies fairly across the store.

Costs

• Drive store profitability by minimizing losses and accurate staff cost management.
• Lead the team in managing controllable costs such as waste and staffing budgets.
• Analyze monthly store cost reports and implement efficiency improvements.
• Ensure effective absence management processes are in place.
• Review staffing models to reflect store activity and maximize resources.

• Exceptional leadership and team management capabilities.
• Strong analytical skills for sales and operational performance.
• Proficient in retail and F&B hygiene standards.
• Ability to drive sales and service improvements through strategic initiatives.

• High School educated, preferably with a university degree.
• 10+ years of experience in retail or F&B sales.
• F&B hygiene knowledge and certification required.
• Proven ability in verbal communication and engaging customer service.

About Al-Futtaim Retail

At Al-Futtaim Retail, we are part of a 90-year legacy built on ambition, progress and long-term vision. As one of the region’s leading retail operators, we partner with some of the world’s most trusted brands – including IKEA, ACE, Marks & Spencer and the Inditex Group – bringing global excellence to customers across MENA and Southeast Asia.

We don’t just operate stores; we shape retail experiences. From launching brands like Watsons and Kiabi to our regions for the first time, to investing in digital innovation, AI capabilities, the customer experience and loyalty platforms, we are constantly redefining the future of retail. 

With over 100 nationalities spread across more than 10 countries, our strength lies in our diverse and collaborative community. Here, you’re equipped to turn your ambition into action, building the career you want, while helping us move retail forwards.

Join us and be part of The Heart of Tomorrow.