Regional Retail Operations Leader

Role Overview:

The Regional General Manager of Operations drives business profitability by maximizing sales, managing costs, and delivering an exceptional customer shopping experience. This role involves leading teams to uphold high retail standards and provide exemplary customer service across all stores, ensuring a brand-aligned experience that consistently meets our customer promise.

Key Responsibilities:

Sales & Profitability Management:

• Develop and execute strategic plans to achieve top-line growth and bottom-line profitability.
• Lead the retail agenda to drive commercial priorities, ensuring a long-term business direction across markets while contributing valuable insights for business performance.
• Collaborate with the M&S Leadership team to shape the overall direction, business plans, transformation initiatives, and change agendas.

Retail Operations Leadership:

• Lead the retail strategy to capitalize on daily commercial opportunities, driving sales and profitability.
• Enhance operational efficiency across all stores, optimizing the customer experience and store performance.
• Maintain strict adherence to operational standards and local regulations.
• Oversee the implementation of Standard Operating Procedures (SOPs) to ensure compliance with market-specific requirements.
• Define and monitor KPIs for performance tracking and continuous improvement.

Customer Experience, Marketing & Visual Merchandising (VM):

• Advocate for a customer-centric approach, ensuring high-quality in-store experiences that align with the M&S customer promise.
• Enhance brand representation through increased Blue presence across all stores.
• Ensure consistency in customer experience across all channels, adapting strategies as needed.
• Set clear targets for marketing efforts, track performance, and adjust plans based on insights.
• Collaborate on refining strategies to market and brand both new and existing products.

Corporate & Brand Management:

• Uphold M&S brand values and practices across all stores, ensuring consistency and alignment with corporate governance.
• Work closely with brand principals to strengthen partnerships and drive commercial priorities.
• Implement and maintain operational standards to ensure brand integrity and adapt the customer experience to local market needs.

Team Leadership:

• Collaborate with HR to set people-related KPIs, drive productivity, and hold line managers accountable for performance and improvement.
• Prioritize talent development, ensuring succession planning for key roles, including the General Manager position.

Key Skills Required:

• Strong strategic, analytical, and tactical abilities.
• Proven leadership skills, with the ability to lead by example.
• Expertise in budget management, focusing on value for money and ROI.
• Proficiency in data analysis and performance/operation metrics.

Qualifications and Experience:

• Extensive experience in leading retail and commercial operations, with specific knowledge in the Food and Clothing sectors.
• Strong understanding of diverse business functions such as buying, supply chain, finance, and customer service.
• Demonstrated ability to set, monitor, and report on targets to both internal and external stakeholders.
• Proven track record in delivering Best-in-Class Customer Service, Store Standards, and Operational Excellence.