Job Description
Overview of the role
The Regional General Manager Operations drives business profitability by maximizing sales, managing costs, and ensuring an exceptional customer shopping experience. He/she support team growth to maintain high retail standards and exemplary customer service across all stores, ensuring a brand-aligned customer experience that delivers our customer promise.
What you will do
Drive sales, maximize profit and Business Steering
- Develop and execute strategic plans to achieve top-line growth and bottom-line profitability
- Drive the retail agenda in line with commercial priorities, taking a fully integrated cross-functional view to secure the long-term business direction of the markets and contributing insights in order to secure the overall performance of the business
- Contributes to the Business overall direction, business plan process, business transformation and change agenda, with the M&S Leadership team
Deliver retail agenda
- Lead retail strategy to maximize daily commercial opportunities, driving both sales growth and profitability aligned with business objectives.
- Drive operational excellence and efficiency across all stores to enhance customer experience and performance.
- Ensure consistent adherence to high operational standards and compliance with local regulations in all store operations.
- Oversee and implement Standard Operating Procedures (SOPs) to meet market/region specific commercial compliance and process requirements
- Implement operational strategies to optimize resources and enhance business operations
- Establish KPIs for monitoring performance and driving continuous improvement
Customer Experience, Marketing, VM
- Champion a customer-centric approach to enhance and maintain high standards in the in-store experience.
- Strengthen brand representation by increasing Blue presence across all stores.
- Ensure a seamless, positive customer experience across all channels, consistently aligning with the M&S customer promise.
- Set clear, ambitious targets for all marketing activities, monitor performance, and adapt plans based on insights.
- Collaborate to gather insights and refine strategies for effective marketing and branding of new and existing products.
Corporate & Brand Management
- Foster brand values and consistent practices across all stores, ensuring alignment with M&S standards and corporate governance.
- Collaborate closely with the brand principal to strengthen partnerships, address challenges, and drive commercial priorities.
- Set and uphold operational standards across stores, maintaining brand integrity and adapting customer experience strategies to local market needs
Team Management
- Benchmark people KPIs with HR to drive productivity and hold line managers accountable for performance and continuous improvement.
- Ensure succession for General Manager role is a key responsibility, by identifying critical roles and developing talent
Skills
Required skills to be successful
- Strategic, analytical and tactical abilities
- Proven leadership abilities and lead by example
- Budget management skills with a focus on value for money/return on investment
- Working knowledge of data analysis and performance/operation metrics
What equips you for the role
- Experience of leading retail and commercial operations in a sizeable retailer with extensive technical knowledge and related experience in Food, Clothing
- Strong commercial knowledge in Clothing and Food
- In depth knowledge of diverse business functions and principles (e.g. buying, supply chain, finance, customer service etc.)
- Ability and experience in setting, monitoring and reporting against targets to key internal and external stakeholders
- Managed to deliver Best in Class Customer Service/Store Standards & Operational Excellence
