Retail Manager I Marks & Spencer - Toa Payoh

About the Role

This role is our key leadership position in Marks & Spencer Singapore in driving sales growth, delivering exceptional customer experiences, optimizing product offerings, and developing high-performing teams. Reporting to the General Manager, the Retail Manager will ensure operational excellence and alignment with the M&S brand strategy.

1. Driving Business Excellence (40%)

• Develop and execute a comprehensive retail strategy to achieve sales targets, profitability, and market share growth.
• Own the P&L for all retail stores, driving profitability through effective cost management, resource allocation, and loss prevention strategies.
• Analyze store-level sales data, market trends, and competitor activity to identify opportunities for growth and implement action plans.
• Monitor and optimize store operations to ensure efficiency, compliance, and alignment with business objectives.
• Conduct regular store visits to assess performance, provide guidance, and ensure consistency in execution.
• Drive initiatives to improve footfall, conversion rates, and average transaction values at the store level.

1. Customer Experience Management (20%)

• Champion a customer-first culture, ensuring all stores deliver consistent, high-quality customer service that meets established standards.
• Leverage existing VOC (Voice of Customer) data to identify customer needs, address pain points, and enhance service delivery. Guide store teams to act on VOC insights to standardize and improve the overall shopping experience.
• Focus on implementing and embedding standardized customer service practices across all stores to ensure consistency and excellence.
• Lay the groundwork for future personalization initiatives by first building a strong foundation of standardized customer service practices.

1. Product and Range Optimization (20%)

• Collaborate with buying and merchandising teams to curate product ranges that align with customer needs and preferences.
• Use store-level sales data and customer feedback to optimize product offerings, ensuring relevance and alignment with market trends.
• Drive the successful execution of product launches, seasonal campaigns, and promotional activities at the store level.
• Ensure stores maintain optimal stock levels, with a focus on availability, accuracy, and alignment with customer demand.
• Monitor product performance and work with store teams to adjust displays and offerings to maximize sales.

1. People Leadership and Development (20%)

• Inspire, lead, and develop high-performing store teams to foster a culture of collaboration, accountability, and innovation.
• Drive talent development initiatives, ensuring a strong pipeline of future leaders and a highly engaged workforce.
• Conduct regular performance reviews, provide constructive feedback, and address performance gaps effectively.
• Promote diversity, inclusion, and employee well-being across all store teams.
• Support engagement initiatives to improve team morale and ensure alignment with company values, empowering store managers to take ownership of local team engagement.
• Set clear performance expectations and recognize outstanding contributions to motivate and retain top talent.

Job Requirements

• Bachelor’s Degree in Business Administration, or a related field.
• Minimum of 8 years of experience in multi-store retail management, with a proven track record of driving business growth and operational excellence.
• Demonstrated success in leading store teams, managing P&L, and delivering exceptional customer experiences.

• Business Acumen. Strong understanding of retail market trends, financial management, and operational excellence.
• Customer-Centric Management. Proven ability to leverage customer insights to drive loyalty and satisfaction.
• People Leadership. Exceptional skills in talent development, team engagement, and culture building.
• Product Expertise. Ability to optimize product offerings and align them with customer needs and market trends.
• Analytical and Data-Driven. Strong numerical and analytical skills to inform decision-making and optimize performance.
• Stakeholder Management. Excellent communication and influencing skills to collaborate with internal and external stakeholders.
• Adaptability and Innovation. Open-minded, creative, and solution-oriented in addressing challenges and seizing opportunities.