Area Manager

Role title: Area Manager

Business area: Retail Operations

Purpose of role

To support the Regional Manager in delivering the growth and profitability of the region through the implementation of the retail plan and delivery of the KPI measures.

• Deliver a customer focussed service proposition across an area that delights our customers and acts as their voice to ensure they remain at the heart of all we do.
• Provide inspiring leadership to the store leadership team which builds commitment and drives high performance.
• Develop great diverse talent and capability at all levels and ensures the succession requirements of the stores are met.
• Ensure the area trades safely and legally, protecting Customers, Colleagues and the M&S brand.
  
  

Scope of the role

Responsible for achieving profitable sales results by effectively managing the area and its constituent stores, garnering market intelligence and tracking competition, creating an effective team of staff, and ensuring a high level of customer service.

Reporting To: Regional Manager

Direct Reports: Store Manager in the assigned area

Key Accountabilities, Responsibilities, And Measures

• Ownership of end-to-end performance of stores, including sales, profitability (P&L), and cost control.
• Deliver regional sales targets by setting, cascading, and closely tracking store-level goals.
• Analyse key retail metrics (footfall, conversion, ABV, product sales) to drive growth.
• Identify performance opportunities and implement structured turnaround plans.
• Ensure strong inventory management, stock accuracy, and shrinkage control.
• Execute seasonal visual merchandising and maintain consistent brand standards across all stores.
• Drive excellence in new store openings and seasonal launches.
• Ensure full compliance with operational, legal, safety, and audit standards.
• Lead, coach, and develop Store Managers to build high-performing teams.
• Drive employee engagement, retention, and capability through training and feedback.
• Maintain high standards of customer service through regular store visits, audits, and coaching.
• Improve customer experience using feedback, mystery shopping insights, and service metrics.
• Demonstrate strong collaboration with cross-functional teams to optimize product, pricing, and promotions.
• Ensure effective execution of marketing campaigns and local initiatives to drive sales.
• Identify market trends, customer needs, and competitor activity to unlock growth opportunities.
• Support business expansion through insights and recommendations for new stores.
• Control operational and people-related costs to improve overall efficiency.
• Ensure on-point brand delivery & representation through adherence to Visual Merchandising principles.
• Promote a culture of accountability, continuous improvement operational excellence and compliance focus across colleagues, while ensuring adherence to the M&S Behaviours.
  
  

Key relationships and stakeholders

• Regional Teams – Regional Manager, Finance & Operations, Human Resources
• Retail Operations Team
• Buying & Merchandising Team
• Talent Acquisition Team
• Training Manager
• Store Leadership
• Divisional Leadership Team
• EIG National / Regional / Store
  
  

Key Skills

Leadership & Team Management

• Build, develop and lead high-performing, engaged teams in the area
• Holds themselves and their teams accountable for delivering objectives and business targets
  
  

Sales & Business Acumen

• Drive sales, profitability and identify growth opportunities
  
  

Operations Excellence

• Ensure smooth & compliant store operations, delivering consistent business outcomes
• Deliver the area operating cost plan by driving operational excellence and continuous improvement
  
  

Customer & Brand Focus

• Deliver superior customer experience and uphold brand standards
  
  

Data-Driven Decision Making

• Leverage retail metrics and insights to track and improve performance
  
  

Communication & Collaboration

• Communicate clearly and work effectively with cross-functional stakeholders
  
  

Technology & Digital Adaptability

• Leverage tools and platforms to enhance business outcomes
  
  

Qualifications And Experience

Qualification

• Graduation/ PGDM preferably in Retail Operation, Business Management.
  
  

Experience

• 10 to 15 Years of experience in retail operations including a minimum of 3 years in leading multiple stores spread across multiple cities and/ or states
• Proven ability to lead a high performing management team to deliver excellent customer service and KPI’s across the
• Proven ability to plan and review across weekly, monthly and quarterly timeframes
• Prior experience of collaborating with multiple stakeholders beyond store leadership

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