Duty Manager | Retail | Marks & Spencer | UAE

Job Requisition ID: 166482

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 A”rab 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 organisation 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

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. In this role, the jobholder will lead and motivate the department, manage store openings and closings, and handle cash counting, particularly in larger stores. The jobholder will also collaborate with the Operations Team Lead (when applicable) to review key performance reports and take action to optimize sales and operational efficiency.

What You Will Do

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 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.
• Analyse 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.
  
  

Required Skills To Be Successful

• 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 take responsibility for store openings, closings, and cash counting with a focus on accuracy and compliance.
• Analytical mindset with the ability 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.
  
  

What Equips You For The Role

Minimum Qualification and Knowledge

Education: Bachelors Degree or Diploma equivalent

Minimum Experience

• Minimum of three years of Proven experience in retail management or a similar leadership role, ideally with exposure to Clothing, Food, or Cafe operation
  
  

Behavioral Competencies

• Ability to lead and motivate a team with excellent communication and 'people' skills (team player)
• A strong commitment to customer service
• Ability to work under pressure, handle challenging situations and multi-tasking
  
  

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.