Store Manager l Retail l Massimo Dutti Pavilion Damansara Heights l Malaysia

Job Requisition ID: 177754 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

• The Store Manager at INDITEX oversees consistent operational excellence, holding full P&L responsibility while ensuring adherence to brand standards. This role is pivotal in fostering a team-oriented work environment that encourages brand values, teamwork, and exceptional customer service. The Store Manager coordinates with various departments such as Retail, Commercial Teams, HR, and Operations to drive the business forward. Success in this position is measured by the ability to maximize profitability, drive sales performance, and ensure optimal customer satisfaction. The Store Manager is instrumental in recruiting, training, and appraising staff, managing budgets, and addressing customer queries and complaints. Additionally, the role requires proactive stock management and adherence to health and safety requirements, ensuring the store delivers a safe and legally compliant environment. Duties also encompass cash management, loss prevention, and ensuring compliance with all company policies, facilitating an aspirational shopping experience within the retail industry.

General

• Ensure consistent operational excellence in the store and full P&L responsibility.
• Create a working environment that encourages Brand values, teamwork, and exceptional customer service.
• Recruit, train, supervise, and appraise staff effectively.
• Monitor inventory levels to ensure optimal stock management.
• Manage store budgets prudently to meet financial goals.
• Address customer queries and complaints to improve customer satisfaction.
• Maximize profitability by setting and meeting sales targets while motivating staff.
• Collaborate closely with the Retail Director, Commercial Team, HRBP, and Operation Team.

Sales

• Lead by example in customer service and ensure standards reflect a strong brand image.
• Analyze sales figures to identify opportunities for improvement and drive sales performance.
• Challenge the team to enhance performance using relevant retail metrics.
• Engage with relevant department colleagues to support local opportunities that drive sales growth.
• Understand the competition and identify store-level opportunities for exploitation.
• Understand the customer and challenge the team to drive conversion and maximize sales.
• Plan and schedule store cover based on sales trends.

Commercial & Visual

• Deliver store standards and implement impactful events.
• Challenge direct reports on product presentation and ensure seasonal launches align with brand guidelines.
• Ensure Visual Merchandising elements highlight the merchandise and create customer awareness.
• Benchmark own standards against peer stores and competitors to create an aspirational shopping environment.

Stock Management

• Ensure SOP compliance in stock management, including shipment receiving, cycle count, and transfers.
• Provide proper OPS team coverage for replenishment of best sellers and liaise with Merchandisers for stock.
• Review selling lines to ensure the store maximizes sales.
• Identify risk areas in stock management processes and initiate corrective actions.

Service

• Actively role model excellent service and commit to service standards.
• Prioritize customer satisfaction when handling complaints.
• Seek customer feedback on service standards and use the information for improvement.
• Drive service training to maintain high standards from induction onward.
• Analyze Mystery Shop reports to identify improvement areas and implement action plans.
• Regularly recognize excellent service in store with clear communication.

Standards

• Ensure legal compliance and adequate resource training.
• Implement self-assessment audits and review internal audit reports.
• Maintain a safe trading environment with regular Health and Safety reviews.
• Ensure cleaning contractors meet brand specifications and escalate risks as necessary.
• Train managerial staff in duty and key holder roles to manage incidents competently.

Loss & Prevention

• Ensure cash management procedures are adhered to by cashiers.
• Maintain high integrity in cash and security procedures.
• Conduct routine checks for loose alarms and manage theft prevention tactics.
• Deploy staff strategically to monitor high-risk areas for theft.

People

• Implement company policies for managing absence, leave, and disciplinary issues.
• Collaborate with HRBP for succession planning and recruitment.
• Build strong employee engagement through regular communication and surveys.
• Review key learnings from employee surveys to drive improvement.
• Support performance development with SMART objectives and development plans.
• Ensure training requirements are met, reported, and recognized.
• Develop cost control strategies to improve profitability and shrinkage targets.

• Strong leadership and customer management skills.
• Commercial acumen with a focus on profitability and sales targets.
• Excellent communication and interpersonal skills.
• Critical thinking and problem-solving capabilities.

• Graduate Degree in a relevant field.
• Minimum of 8 years of experience in the retail sector.
• Proven experience with and passion for fashion brands.
• Demonstrates strong leadership and customer management abilities.
• Excellent communication and interpersonal skills.
• Ability to work towards set targets and KPIs with motivation.
• Ability to demonstrate critical thinking and problem-solving skills.
• Displays strong organizational, management, and sales skills.

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.
 
Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…