Duty Manager

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.
Adheres to standard operating procedures (SOP) manual on day to day basis.

People management
Newcomers and staff are properly inducted and trained.
Manage department colleagues' performance development reviews (PDRs) and handle all relevant HR issues on a timely manner in accordance with company policies and procedures.
Effectively manages conflicts and motivates colleagues to perform to their best of their 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 lifting

What equips you for the role:

• Bachelor degree
• 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

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.

Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference.