Café Manager | Retail | Marks & Spencer | KSA

Job Requisition ID: 165286

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United A”rab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Role Overview

The Café Manager ensures the seamless operation of the M&S Café, delivering the highest standards of service while proactively maximizing revenue and profitability. The role reports to the Store Manager and requires strong organizational, communication, problem-solving, and teamwork skills. The Café Manager must be well-versed in all café products and services, acting as a leader to a motivated and high-performing team.

Key Responsibilities Café & Customer Management

• Seek and maximize revenue opportunities while minimizing costs.
• Consistently exceed customer expectations.
• Lead and motivate a high-performing team to deliver clear goals.
• Protect the health, safety, and well-being of customers and colleagues.
• Act as a change agent, continuously reviewing and improving service delivery.
• Work closely with the M&S Café team to ensure seamless operations.
• Foster a culture of actively seeking and implementing customer feedback.
• Respond promptly and efficiently to customer requests and feedback.
• Build relationships with the local community, including residents, retail, and office tenants.
• Plan and execute promotional activities, including staff incentives.
• Conduct regular shift handovers, briefings, and bi-weekly meetings with key personnel.
• Stay updated on menu changes, special requirements, and tasks for service readiness.
  
  

People Management

• Build positive relationships with all colleagues.
• Foster a culture of pride, ownership, and team flexibility.
• Quickly adapt to changing business requirements.
• Ensure all staff are briefed on responsibilities, supervised, and motivated.
• Lead daily morning meetings to outline day-to-day activities, menus, and events.
  
  

Health & Safety

• Understand and address health and safety legislation implications on the business.
• Ensure all staff work hygienically and productively.
• Identify and address workplace hazards, taking corrective actions.
• Respond promptly to food hygiene concerns to protect brand integrity.
• Maintain awareness of fire evacuation procedures and health & safety audits.
  
  

Operations

• Analyze and communicate financial performance to support timely decision-making.
• Conduct and review monthly stock-takes, addressing variances as needed.
• Adhere to internal control systems and maintain food and beverage margins.
• Optimize costs while maintaining high standards and customer satisfaction.
• Develop and execute training programs in coordination with the Training Manager.
• Manage employee performance, feedback, and appraisals.
• Handle disciplinary and grievance issues in collaboration with HR.
• Ensure accuracy in holiday and sickness administration.
• Conduct exit interviews for departing employees.
  
  

Required Skills and Qualifications Education & Experience

• 5+ years of experience in the Hospitality or Food & Beverage industry.
• Strong knowledge of food preparation, trends, and competitive landscape.
• Familiarity with local health and safety regulations.
• Proven ability to work under pressure and multitask effectively.
• Passion for premium food outlets and cafés.
  
  

Skills

• Strong customer focus and attention to detail.
• Exceptional organizational and leadership skills.
• Ability to build and maintain relationships with team members and stakeholders.
  
  

Behavioral Competencies

• Adaptable and resilient in a dynamic environment.
• Results-oriented with a focus on team and customer satisfaction.
• Excellent communication and interpersonal skills.
  
  

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

Additional Internal Information:

• Reports to: Store Manager, DFC
• Band:F