Commercial Department Manager | Retail | Marks and Spencer

Date: 8 Jun 2024

Location: Riyadh, SA

Company: Al Futtaim Private Company LLC

Job Requisition ID: 158719 

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

Overview of the role

Give great service & sell to our customer, directly & by doing the jobs required

What you will do



Co-ordinates people resource and activity to ensure right people in the right place to deliver the sales plan

  • Takes part in commercial walk rounds with Store Manager and store visitors.
  • Complete probes and ensures the actions are delivered.
  • Keeps up to date with all key communication documents and takes appropriate action.


Organises resource to ensure optimum stock levels for opening and throughout the trading day

  • Co-ordinate the deliveries, early morning fill / ambient operation in line with the FIFO.
  • Manages shelf availability to deliver accurate results for the store.
  • Co-ordinates stock accuracy adjustments and ensures activity is delivered within relevant timelines.
  • Maintains knowledge of the day to day stock holding in the store and can co-ordinate resource to ensure availability is maintained throughout the day.


Organises resource to deliver corporate layout, phase changes, floor plan and planogram implementation

  • Co-ordinate resource to deliver launches and phase change implementation.
  • Organize resource to deliver floor plan implementation.
  • Carries out decor and equipment checks and implements follow up actions.




Co-ordinates resource across zones and Key service areas to ensure customer needs are met

  • Ensure all of the Zones, tills and key service areas are resourced and reacts on a daily basis to meet the needs of our customers.
  • Responds to and deals with Customer queries, concerns and complaints.
  • Flexible approach to working in other areas of the store to meet customer demands.


Guides, coaches and leads the Store team which help improve the customer shopping experience

  • Ensures a memorable shopping experience by engaging with and making a personal connection with the customer.
  • Delivers great service for our customers and role models 'Service -Doing the Right Thing' and our 4 key service behaviors at all times - Being Positive, Being Determined, Taking Ownership & Responsibility and Being Respectful'.
  • Observes service delivery and provides feedback to individuals who do not demonstrate the key service behaviors.
  • Recognizes individuals who deliver excellent service by giving feedback and nominations to reward those who provide excellent customer service.



Ready to Trade Standards

  • Co-ordinates resource across zones to ensure that ‘packet perfect standards’ are maintained.
  • Provides guidance and feedback to customer assistants on hygiene standards.
  • Ensures standards at all service points are maintained throughout the day.


Co-ordinates resource and allocates Due Diligence activities to ensure department is trading safely and legally

  • Co-ordinates DEF Reduction and removal.
  • Completes / prepares compliance paperwork for Sign Off.
  • Carries out Duty Management role before store opens / post closure.
  • Manages the bag and locker checks / till to ensure dual control compliance and protection of the individual being searched.



Manages a committed team who feel fully engaged, supported and recognised for their contribution

  • Communicates effectively and engages team through team briefs and huddles.
  • Takes time to ensure employees understand the part they play in delivering their accountabilities.
  • Provides regular feedback to team members and recognises individuals who perform well in their role.
  • Understands Engagement Survey scores and takes action to drive improvements across the team/department/store.


Drives individual performance and develops potential 

  • Delivers the performance review process within agreed time frames and drives delivery of consistent standards of performance and behaviour.
  • Agrees stretching targets for their team and takes appropriate action to deal with poor performance in a timely manner.
  • Takes an active role in ensuring all new and existing employees develop the skills and experience to perform well in their roles.
  • Identifies and develops talent through effective development planning.
  • Identifies recruitment needs and takes active role in the selection of their team.
  • Implements Company HR policies fairly and consistently across the store to drive improvements in attendance and behaviour.
  • Takes Ownership for own development.


Contributes to the store's profitability through minimising losses and accurate staff cost management

  • Plans and allocates staffing resource across the section through the use of rostering to ensure that the operational needs of the store are met and are within budget.
  • Reviews individual transaction rate data and takes appropriate action to improve performance.
  • Reduces idle time on tills by ensuring resource is redeployed appropriately
  • Manages and plans holiday/vacation ceilings to ensure that the operational needs of the section and store are met.
  • Ensures that there is an effective absence management process in place through the use of the return to work process.


Performance Indicators

•       Stock Availability

•       Meeting Sales targets

•       Tell M&S

•       Complaints/Customer Feedback

•       Waste Management


Required Skills to be successful

Define organizational policy and other factors that have a critical impact on the job


The Commercial Department Manager should have an extensive experience on Food and Hospitality business in addition to the passion to drive results and the potential to lead people.  They should be multitasking, very effective on influencing people and managing complexities of M&S Food business. They should be an engaging personality and be comfortable with taking customer feedback, helping customers to have the best customer journey in an M&S Food Store or Café environment.


What equips you for the role

Minimum Qualifications and Knowledge:

High School Educated (preferably an university degree), with on the job technical knowledge and related experience for Food and Hygiene


Minimum Experience:

5+ years of retail/ F&B sales experience


Job-Specific Skills:

Good verbal communication skills, F&B hygiene knowledge and certification


Behavioural Competencies:

Connects with our customer and each other by being positive, determined, respectful and taking ownership & responsibility to actively sell.

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…