Al Futtaim don’t just adapt to change — we lead it. For over 90 years, family business has driven innovation and progress across industries, with operations spanning across 18 countries.  With a portfolio spanning across Automotive, Retail, Real Estate, Health, Finance and Education, our 33,000 colleagues are dedicated to enriching the lives of our customers. Company deliver the highest quality products and services for today, and for tomorrow. Companies values are the foundation of everything we do, driving to create positive change and lasting impact. They inspire us to act with purpose, build trust, and deliver meaningful experiences for all. Operate in over 20 countries across the Middle East, North Africa, the CIS, and Asia, with continued expansion driven by our long-term vision. At Al-Futtaim, people are the heart of everything we do. With a diverse team of over 40,000 individuals from 100+ nationalities, embrace inclusivity, collaboration, and shared values to drive success. Guided by our core principles — Respect, Excellence, Collaboration and Integrity — we create a workplace where you can belong, grow and excel. Together, we’re building a stronger, united future. company united around a strong shared vision, culture, and set of values, which guide the way we interact with each other, our customers, partners, and communities. companies four values – Respect, Excellence, Collaboration, and Integrity – are known and lived by everyone at Al-Futtaim each and every day.

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CURRENT VACANCIES

Duty Manager/ Department Manager | Retail | M&S | 360 Kuwait

Overview of the role:

Lingerie Department Manager/ Duty Manager 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
• Delivers friendly, knowledgeable and efficient service within the department.

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
• Some heavy lifiting

What equips you for the role:

• Bachelor Degree
• 5-7 years’ experience in in 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

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Senior Store Manager | Retail | Marks & Spencer | Views- Kuwait

Overview of the role

The Store Manager is responsible for consistent operational excellence in the store and has full P&L responsibility and ensures Brand compliance for the store He/she creates a working environment which encourages Brand values, teamwork and delivery of the results and exceptional customer service.

What you will do

SALES

1. Drive Sales

• Reviews and analyses sales figures to identify opportunities to develop and drive sales performance at department and BU level.
• Challenges the team to improve performance compared to business and shape of chain using relevant metrics.
• Engages with RO colleagues to enlist support for local opportunities that deliver sales growth for the store.
• Analyses and demonstrates an understanding of the competition and identifies opportunities to exploit at store level.
• Demonstrates an understanding of the customer and challenges their team to drive conversion, average basket, UPT and maximize sales.

2. Layout and Look

• Delivers store proportionality and implements events with impact and commercial focus.
• Challenges direct reports on presentation of product and ensures business policies and seasonal launches are delivered with authority.
• Ensures ticketing and VM elements highlight the merchandise throughout the store to create customer awareness of our different lines.
• Consistently seeks to benchmark own standards with peer stores and competitors and looks for ways to create an aspirational shopping environment for the customer.

3. Stock Management

• Regularly reviews top and bottom selling lines with direct reports to ensure store is carrying correct options to maximize sales.
• Challenges the availability of NOOSE lines, keep the team informed about NOOSE lines and focuses on to ensure required availability ratio of NOOSE lines.
• Regularly reviews stock management process and stockholding areas with direct reports to identify areas of risk and initiate action.

SERVICE

1. Service Standards

• Actively demonstrates and role models service – Doing the right thing generating excitement and commitment to Service.
• Listens to and actively seeks feedback from customers on service standards in their store uses the information to drive improvement.
• Reviews the service offer across the store with respect to the business model and customer demand to ensure that service levels are consistently delivered and demonstrates an understanding of the services offered by competitors in key business areas.
• Drives the internal assessment process for ensuring service standards are driven on a daily basis and walks and talks service at every opportunity.
• Ensures that service training is an integral part of training from induction through to existing staff to ensure all employees are trained to the highest standards and are clear on the customer and business expectations.
• Ensure the elements of The Service Pyramid is in place to provide an easy to shop environment and staff are consciously delivering Rhythm and Routine, Basic Services
• and Delight. (Clean, nice smelling, well maintained, proper music, shopping tools in reach, staff well-presented and engaged on floor, at tills and fitting rooms, etc.)

2. Service Measurements

• Analyses Mystery Shop and CSI report to identify areas for improvement and implements an action plan.
• Demonstrates an understanding of store themes at BU level and challenges direct reports to drive improvement.
• Fully exploits the service awards budget by rewarding and recognizing excellent service in store on a regular basis supported by clear communication.

STANDARDS

1. Compliance

• Ensures that the store is adequately resourced across all the areas that are touched by legal compliance have a thorough knowledge of all compliance issues across the store and that the people involved are knowledgeable and fully trained.
• Provides strong leadership in embedding the weekly rhythm and routine through WWF to ensure all management review and sign off the business compliance documentation on time.
• Ensures employees are knowledgeable and always updated on SOPs.
• Implements store self-assessment audits/reviews internal audit reports and devise action plans with the wider management team ensuing that actions are delivered.

HEALTH AND SAFETY

• Delivers a safe and legally complaint store trading environment for customers and employees by ensuring that there is a weekly review with the Health and Safety officer to identify risks and drive an action plan.
• Works to ensure any store maintenance issues are reported correctly and resolved quickly to the company standard required, escalating as appropriate.
• Cleaning contractors are regularly reviewed to ensure they are delivering to M&S cleaning specifications and escalate risks appropriately.

DUTY MANAGEMENT

Ensures that all the duty managers are trained and able to carry out the Duty Manager role and manage major incidents competently.

WWF is applied to organize the weekly activities across the store.

PEOPLE

1. People policies and Process

• Implements company policies and processes for managing absence, leave, addressing disciplinary issues and support the management team.
• Demonstrates an understanding of the HR policies to drive improvement in employee’s behaviour & outcome.
• Develops with HRBP a robust succession plan at all levels within the store that supports the regional succession plan.
• Focus on recruitment as strategic process to bring in candidates with right attitude, partner with recruitment team to have a pipeline of candidates to maintain FTE levels.

2. Voice of Employee

• Engages with the employees on a regular basis to build a strong working partnership that promotes good communication and involvement throughout the store.
• Reviews and identifies the key learning’s from the survey in conjunction with Store Management team to create a robust action plan that drives improvement.

3. Performance Development (PDR)

• Personally, demonstrates all aspects of performance & development management, career, and succession planning.
• Ensures that all direct reports have SMART objectives and an individual development plan which are reviewed in line with the business performance management cycle.
• Partners with L&D Manager to ensure staff completes required trainings through a Training Calendar and ensures reporting of training activity as required.
• Drives a rhythm and routine in recognizing and rewarding success across the store formally and informally.

COSTS

1. Profitability

• Deliver an efficient use of FTE in the store which is comparable to peer stores
• Embeds a weekly rhythm and routine around Bottom Line
• Tuesday and takes a leadership role to ensure all cost KPIs are probed and a clear action plan generated to improve performance
• Challenges direct reports to deliver GM and Food shrinkage targets through accurate management of all stock systems and people processes.

2. Cost improvement

• Creates a robust Cost Improvement action plan for their store and embeds a rhythm and routine which looks for opportunities to drive improvement
• Actively measures efficiency across the store and compares output against peer group average and proposes action to improve where performance is not in line

Required Skills to be successful

Ability to demonstrate critical thinking and problem-solving skills as well as good organizational,

management, communication and sales skills.

What equips you for the role

• Graduate Degree
• Retail and Whole sales experience
• Motivated and can work towards set targets and KPI’S
• Experience with and passion for premium fashion brands
• Commercial Acumen
• Customer focus
• Minimum 8 years of relevant experience

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