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Fashion Store Supervisor | MARKS & SPENCER | Kuwait (105890)

Date: 27-Nov-2021

Location: Kuwait, KW

Company: Al Futtaim Private Company LLC

Job Requisition ID: 105890 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.


As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.


Come join us to live well, work better, and be the best.




Job Purpose

Commercial Department Manager executes sales plan for the assigned department, delivers accurate stock management and timely implementation of launches and events. He/she ensures a memorable experience by engaging with customers and colleagues, driving the team to connect with the customer to sell. Commercial Department manager pro-actively drives sales whilst maintaining and or improving profitability and driving operational excellence through SOPs and safety regulations.


Job Description



Drive Sales

  • Regularly reviews & analyses sales figures including daily, weekly and monthly to identify opportunities to develop sales performance .
  • Drives sales through implementation of the marketing and store presentation principles for all seasonal launches, sale, events and deals & offers.
  • Develops the team to become well-rounded fashion retailers by: developing knowledge of both seasonal fashion trends; developing teams’ ability to pull together both M&S key seasonal looks and outfits and uses this information to engage the customer and drive sales.
  • Understands the local competitors, their fashion offering, visual merchandising approach and uses this information to identify sales opportunities.
  • Maximise the sales opportunity through utilising key elements of the entire customer journey e.g. walkways and focal points.
  • In line with the Working Week Framework identifies risk areas and probes performance to deliver improvements
  • Leads walk rounds with Commercial, Visual Team and store visitors; highlighting best sellers, feedback on product information, availability risks, cataloguing and areas of missed opportunity
  • Consistently utilises other stores and builds robust relationships with  Regional Office  to drive store profile
  • Analyses customer conversion system and use this information to drive conversion, ATV (Average Transaction Value), IPC (Item per Customer) and maximize sales.


Layout and Look

  • Understands M&S Brand & Sub-Brands, ensuring this is consistently executed across product handling in accordance with segmentation cluster, visual principles and, ticketing
  • Plans ahead with Visual Team to ensure the delivery of the activity calendar including events, sale, seasonal and product launches,
  • Agrees space plan with support from the Store Manager, once a season,
  • Ensures accurate space count is delivered on time and reviewed accordingly where appropriate
  • Agrees block plans proportionate to space, flexes footage  with the Store & Visual Manager for all seasonal launches and events
  • Ensures the delivery of grid plans by exploiting stores architecture and implementing easy to shop layouts
  • Regularly reviews the delivery of the Brand, Store Presentation and Marketing principles and seasonal updates with the store team and follows up with an action plan


Stock Management

  • Reviews top and bottom selling lines weekly to ensure correct options are carried
  • Challenges the availability of NOOSE lines, keep the team informed about NOOSE lines, deliver reports on time to ensure availability
  • Looks for opportunities to enhance  receiving process and minimize stock loss
  • Regularly reviews high stockholding areas with Store Manager to determine a course of action to minimize stockholding
  • Reviews BTF to capitalize on sales opportunity



Service Standards

  • Delivers great service for our customers and role models ‘Service -Doing the Right Thing’ and our 4 key service behaviors at all times.
  • Listens to and actively seeks feedback from customers on service standards and uses the information to drive improvement
  • Ensures customer complaints are dealt appropriately with in a timely manner and risks are identified.
  • Ensures all employees are trained
  • Utilizes service observation forms to sample service standards and provide timely feedback to sales assistants.
  • Walks the customer journey ensuring a high execution of visual standards across the store.
  • Ensures service standards are driven throughout the day by conducting customer walkthroughs
  • Is aware of the service proposition among competition through comp shop and uses information to set highest benchmark in the store
  • Ensures elements of the Service Pyramid are in place to provide an easy to shop environment with engaging staff who are delivering Rhythm and Routine, Basic Services and Delight (Clean, nice smelling, well maintained, proper music, shopping tools in reach, well presented and engaged staff on the floor, at tills, at fitting rooms)


Service Measurement

  • Analyzes MS and CSI reports with management team to identify areas to improve and implements the action plan
  • Analyzes customer comment cards and takes action when required
  • Motivates team by utilizing service awards budget by rewarding and communication excellent service in store




  • Knows the SOP s and compliance requirements
  • Delivers the weekly  rhythm and routine through WWF to ensure management review and sign off is completed on time
  • Follow the tasks linked with admin team at designated times as set by business standards
  • Ensures direct reports are knowledgeable and updated in SOP changes


Health and Safety

  • Ensures adherence to Health and Safety guidelines at all times. Ensures any potential risks to customers or employees are addressed immediately
  • Ensures the equipment on the sales floor and decor is compliant with Health & Safety Regulations and adheres to company guidelines to manage risk
  • Ensures all kit swap out or new equipment is planned for implementation and instilled in line with a safe working practices.
  • Ensures any maintenance issue is reported correctly and resolved quickly to the company standard requires, escalating as appropriate
  • Reviews cleaning contractors to ensure they are delivering to M&S requirements and escalate risks appropriately
  • Ensures clean as you go is a rhythm and routine


Duty Management

  • Carries out the Duty Manager Role when required / supports the Duty Manager by understanding the part to play in the Store’s Business Continuity Plan
  • Coordinates WWF to organize the day and week  as a part of Duty Management



People Policies and Procedure 

  • Implements company polices and processes to manage absence, leave, disciplinary issues
  • Demonstrates an understanding of polices, can reach them and apply them consistently
  • Ensures backstage and staff areas are clean, organized, and creates a motivating environment
  • Manages a fair rota parallel to trading hours
  • Ensures all new employees are welcomed and completes induction to perform confidently


Employee Engagement 

  • Communicates effectively and engages team through team briefs  and meetings.
  • Takes time to ensure each member understands their accountabilities and how they contribute to the store’s performance.
  • Engages with each member on a regular basis to build a strong partnership that promotes good communication and involvement
  • Initiate projects to encourage involvement
  • Reviews the Engagement Survey Results with Store Management Team, plays his/her part in communicating results, building and executing action plans


Performance Development  

  • Executes PDR process (Objective Setting, IDP and Performance Reviews)
  • Agrees targets for the team and takes appropriate action to deal with poor performance in a timely manner.
  • Identifies and develops talent through setting individual development plan and follow up with Store Manager
  • Sets clear direction and coaches existing team and new starters to achieve the required standards e.g., floor walk rounds and new business initiatives.
  • Takes ownership for own development by growing technical ability and demonstrating a set of strong business competencies.
  • Identifies training needs and supports execution of Training Plans.
  • Drives a routine in recognizing  and rewarding success formally and informally




  • Supports efficient planning of FTE in store including holiday planning and absence management
  • Drives a profit protection mentality across department , raising awareness of potential risks and delivers shrinkage/waste plan  including stock-take preparation and execution
  • Ensure that all staff are trained on POS system and all issues related to the tills are resolved
  • Cost Improvement
  • Understands store profitability and the impact on store costs e.g. cleaning and maintenance costs.
  • Manages controllable costs e.g. Soiled & Damaged and Goodwill
  • Leads improvement in store efficiencies by taking ownership in the delivery process.
  • Probes store cost reports and the impact on store accountable contributors e.g. Energy and wrapping materials.



A Commercial Department Manager  may be exposed to senior management of the AF Group due to store  visits, business reviews and as well as government officials .This exposure will require diplomacy and the ability to manage sensitive situations on the floor immediately. Being in constant interaction with customer and Sales Assistant requires good communication skills and courtesy and putting people first.



Minimum Qualifications and Knowledge: 

  • 3 -5  years’ experience in the fashion retail and having hold a supervisory role ..
  • Knowledge of POS systems
  • Knowledge and passion  of  fashion trends, garments and outfit building 
  • Knowledge of stock inventory systems
  • Knowledge of basic visual merchandising principles and store layout
  • Capability to sell and drive sales
  • Ability to work under pressure and multi-task
  • Strong customer focus.
  • Knowledge of MSOffice programs
  • Analytical skills to work with sales and stock data to spot issues , trends and gaps


Behavioural Competencies : Must have the ability to create an environment where  Al Futtaim  behaviours  are exhibited at all levels

  • Customer Focus
  • Individual Accountability
  • Continuous Improvement
  • Personal Leadership
  • Teamwork


We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.


Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.


As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.