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

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

Store Operations

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

People Management

• Newcomers and staff are properly inducted and trained.
• 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.
• Effectively manages conflicts & motivating colleagues to perform to their best of the abilities.

Required Skills to be successful:

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

What equips you for the role:

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