Hospitality and Counters Operations Manager

About the role

The Hospitality and Counters Operations Manager for MENA & KSA will lead the strategic vision and day‑to‑day execution of in‑store bakery, hospitality and counters functions for M&S in the region. Reporting to senior leadership, you will work closely with Food Buying and Operations teams to drive growth, innovation and operational excellence.

Key responsibilities

• Deliver the regional sales plan by identifying opportunities across all departments and reviewing sales figures to enhance performance.
• Identify risk areas, probe performance gaps and implement corrective actions.
• Collaborate with UK specialists, Food Buying, and Operations colleagues to maximise stock accuracy, availability and timely seasonal updates.
• Ensure a memorable customer experience through Ready‑To‑Trade checks, café manager oversight and continuous service‑point coaching.
• Maintain and adapt the “M&S Way” document for the MENA region and lead best‑in‑class bakery equipment design and process improvements.
• Champion innovation projects, including product development and sustainability initiatives.
• Safeguard a legal and safe environment by managing TSL compliance.
• Lead, communicate with and develop a committed team, driving performance and career progression.
• Partner with HR on training, recruitment and engagement plans.
• Contribute to store profitability by minimising losses and accurately managing staff costs.

Required profile

• Proven experience in hospitality, bakery or counters operations within a retail environment.
• Strong analytical ability to review sales data and identify improvement opportunities.
• Demonstrated leadership in managing cross‑functional teams and driving performance.
• Experience in stock management, compliance (TSL) and cost optimisation.
• Ability to coach, develop staff and communicate effectively across regions.

Required skills