Store Manager L Massimo Dutti Pavilion

**About the Company**

Established in the 1930s as a trading business, Al-Futtaim 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, health, retail including M&S brand; employing more than 33,000 employees across more than 20 countries in the Middle East, Asia and Africa, we partner with over 200 of the world's most admired and innovative brands.

Al-Futtaim’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.

**AL-FUTTAIM VALUES: RESPECT I EXCELLENCE | COLLABORATION I INTEGRITY**

**Store Manager l Massimo Dutti Pavilion**

**About 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**

**Drive Sales**
- Lead by example in customer service, greet customer and give assistance and make sure standards are followed to reflect a strong image for our brands and company.
- 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 retail metrics.
- Engages with relevant department 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.
- Scheduling and daily planning for store cover, based on sales trend/week and hours/day.

**Commercial & Visual**
- Delivers stores standards and implements events with impact and commercial focus.
- Challenges direct reports on presentation of product and ensures business policies and seasonal launches are delivered in line with the brand principal guidelines.
- Ensures 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 keeping in line with brand principals.

**Stock Management**
- Ensure proper cover for OPS team for better replenishment of best sellers on shop floor, as well communicating with Commercial and Merchandiser to ensure receiving of best sellers regularly.
- Regularly reviews top and bottom selling lines with direct reports to ensure store is carrying correct options to maximize sales.
- Regularly reviews stock management process and stockholding areas with direct reports and operations team to identify areas of risk and initiate action.

**SERVICE**

**Service Standards**
- Actively demonstrates and role models service - Doing the right thing generating excitement and commitment to service.
- Respond to customer complaints considering that satisfying customer is a top priority.
- Listens to and actively seeks feedback from customers on service standards in their store uses the information to drive improvement.
- Drives the internal assessment process for ensuring service standards are driven on a daily basis and walk and talk 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.

**Service Measurements**
- Analyses Mystery Shop 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.
- Regularly recognizing excellent service in store on a regular basis supported by clear communication.

**STANDARDS**

**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.
- 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 & 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