Hospitality and Counters Operations Manager | Retail | M&S | UAE - Al Futtaim Group

Overview Of The Role:

The Hospitality and Counters Operations Manager for MENA & KSA is tasked with spearheading the strategic vision and operational execution of in-store bakery, hospitality, and counters functions. The role involves driving sustainable growth, fostering innovation, and enhancing efficiency. This position is essential for shaping and implementing long-term strategies, optimizing performance, and ensuring excellence through transformational leadership and collaboration with the Food Buying teams and Operations. The manager is responsible for overseeing daily operations, aligning with strategic objectives, and working closely with cross-functional teams to drive successful business outcomes.

What You Will Do:

Financials

Deliver the sales plan for Regional M&S hospitality and counters business by identifying opportunities across all departments.
Regularly review and analyze sales figures to identify opportunities for sales performance enhancement across the region.
Identify risk areas and probe performance to implement improvements.
Engage with team, UK Specialists, Food Buying team, and other Operations colleagues to drive sales performance.
Maximize stock accuracy and availability through effective management practices.
Ensure accurate and timely implementation of corporate seasonal updates and events.

Service and Product Quality

Manage the delivery of a memorable customer experience by connecting with customers to sell.
Conduct Ready To Trade checks, customer walkthroughs, and observations to ensure service standards.
Ensure Café Managers effectively manage service points like till points and service counters.
Provide feedback to teams to recognize great service and drive improvements.
Coach teams to actively demonstrate and role model excellent service.

Standards and Operational Excellence

Ensure the M&S Way document is up to date and adapted to the MENA region.
Lead the design and deployment of best-in-class bakery equipment and processes to enhance efficiency.
Champion innovation projects for bakery performance including product development and sustainability initiatives.
Ensure a safe and legal working environment for customers and colleagues by managing TSL and compliance.

People Management

Manage a committed team, engaging and supporting them to recognize their contributions.
Communicate effectively and engage with teams through regular updates and team briefs.
Drive individual performance and develop potential through career path implementation.
Meet with HR to build strong training, recruitment, and engagement plans.

Cost Optimization

Contribute to store profitability by minimizing losses and managing staff costs accurately.
Review Trade Meeting feedback to manage cost lines efficiently.
Implement cost-saving initiatives such as packaging optimization and waste reduction.

Job Details