Hospitality and Counters Operations Manager | Retail | M&S

Theme Blog Studio; Dubai; On-site; AED 280,000 - 420,000; Full time

Job summary

Marks & Spencer in the Middle East region seeks a Hospitality and Counters Operations Manager for MENA & KSA to spearhead strategy for in-store bakery, hospitality, and counters. You will lead cross-functional teams and drive sales, service quality, and efficiency, with a focus on transformation and sustainable growth.

The role requires 5+ years in hospitality/retail, strong leadership, data-driven decision-making, Capex planning, and cost control.

Qualifications

• 5+ years of hospitality experience in retail/food service.
• Experience in hospitality business with extensive technical knowledge and food hygiene certifications.
• Strong leadership and interpersonal skills under pressure.
• Ability to analyze data for decision-making and understand financial levers.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Strategic planning

Operations leadership

Project management

Capex planning

Cost optimization

Bakery operations

Hospitality knowledge

Job description

• 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.

Desired Candidate Profile

• Required Skills To Be Successful:

  • High-level strategic planning and delivery skills.

  • Operational transformation leadership and large-scale project management experience.

  • Expertise in Capex planning, cost control, and optimization.

  • Advanced knowledge of baking, hospitality, and counters operations with process improvement and category management.

  What Qualifies You For The Role:

  • Proven track record in hospitality business and retail operations, particularly within F&B or retail industry.

  • At least 5 years of experience in Hospitality business with extensive technical knowledge and related food hygiene certifications.

  • Excellent interpersonal and leadership skills with the ability to work under pressure and tackle challenges.

  • Strong capabilities in analyzing complex data for decision-making and understanding financial and commercial levers in Cafe and Restaurant management.

  • Outgoing, positive personality focused on teamwork and results.