Duty Manager - Marks & Spencer, City Stars

About the role

The Commercial Department Manager (CDM) manages one or more retail departments within a Marks & Spencer store, overseeing day-to-day operations, merchandising, stock availability and profit protection while delivering sales targets. The role also covers training and developing team members, managing appraisals and performance, and ensuring adherence to company policies. It is advertised by Al-Futtaim Malls, which owns the Cairo Festival City Mall.

Key responsibilities

• Coach colleagues daily and develop them to deliver world-class service, protect the customer journey and act on customer feedback
• Deliver friendly, knowledgeable service including sight lines, sizing and one-to-one customer interaction, using the Customer Service Index and Mystery Shopper programmes
• Run store opening and closing procedures, plan store coverage and implement visual guidelines and layouts
• Walk the floor daily, coach colleagues on conversion and basket drivers, and ensure cash line controls for employee purchases, returns and damages
• Implement safety procedures to maintain a zero-accident environment
• Induct and train new staff, run appraisals and performance reviews, handle HR issues, support succession planning and reduce attrition
• Take part in Employee Engagement Surveys to assess staff satisfaction

Required profile

• High school diploma or equivalent
• At least 3 years of experience as a Senior Sales Associate
• Strong leadership ability to motivate and manage a team
• Good verbal and written communication

Required skills

• Proficiency in MS Excel and Word
• Ability to analyse sales figures and implement improvement strategies
• Excellent customer service and organisational skills