Duty Manager - Food & Cafe | Retail | Marks & Spencer | UAE

Duty Manager - Food & Cafe | Retail | Marks & Spencer | UAE

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 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:

CDMs are responsible for managing a department/s and the team. Ensures merchandising, stock availability, profit protection, sales, BTF and general day-to-day management of department. Ensure excellent customer service in the Department and within the store. Training and Development of the staff, is a role model for sales assistants, senior sales assistants and develop contact with customers.

What you will do:

Description of Accountability:

Customer Service

1. Daily coaching of colleagues to maximise impact at department level and developing all employees to deliver world class service.
2. Responsible for protecting the Customer Journey whilst duty managing, prioritising and co-ordinating the store objectives to maximise the customer experience.
3. Replying to all customer feedback and following up actions within the department on a daily basis.
4. Delivers friendly, knowledgeable and efficient service within the department including sight lines, sizing and one to one customer interaction.

Store Operations

1. Ensure store opening and closing procedures are adhered to.
2. Ensure Store cover is planned and implemented properly.
3. Implement company visual guidelines, layouts and timescales within your department and ensuring clear sight lines and clear navigation throughout the department.
4. Conduct daily floor walks generating positive sale driving actions and coach colleagues around conversion, basket drivers and profit optimisation.
5. Cash line procedures are adhered to and controls are implemented (employee purchases, returns, damages, etc).
6. Safety procedures need to be implemented in line with company policy.
7. Adheres to Standard Operating Procedures (SOP) manual on day to day basis.

People Management

1. Newcomers and staff are properly inducted and trained.
2. Manage department colleague's Performance Development Reviews (PDRs) and handle all relevant HR issues on a timely manner in accordance with company policies and procedures.
3. Effectively manages conflicts & motivating colleagues to perform to their best of the abilities.

Required Skills to be successful:

1. Knowledge of customer service principles and processes.
2. Knowledge of sales principles.
3. The ability to lead and motivate a team.
4. Excellent communication and 'people' skills.
5. A strong commitment to customer service.
6. The ability to work under pressure and handle challenging situations.
7. Confidence, drive and enthusiasm.
8. Decision-making ability and a sense of responsibility.
9. The ability to understand and analyse sales figures.
10. Good MS Excel and Word skills.

What equips you for the role:

1. 5-7 years’ experience in a similar role with Retail sales background.
2. Retail Background.
3. Acumen and the ability to communicate with individuals at all levels.
4. Taking Initiative.
5. Drive for Results.
6. Good communication skills (verbal and written).
7. Strong/excellent attention to detail.