Hospitality & Counters Operations Manager – MENA & KSA

About the role

The Hospitality and Counters Operations Manager will lead the strategic vision and day‑to‑day execution of in‑store bakery, hospitality and counter functions for Marks & Spencer across the MENA region and KSA. Reporting to senior retail leadership, you will drive growth, innovation and operational excellence while collaborating closely with Food Buying and Operations teams.

Key responsibilities

• Deliver the regional sales plan by identifying opportunities, analysing performance data and mitigating risks.
• Ensure memorable customer experiences through service standards, Ready‑to‑Trade checks and coaching of café managers.
• Lead design and deployment of best‑in‑class bakery equipment, process improvements and sustainability projects.
• Manage a committed team, communicate objectives, develop career paths and partner with HR on training and recruitment.
• Contribute to store profitability by controlling costs, reducing waste and optimizing staffing.

Required profile

• Proven track record in hospitality or food‑service retail operations, preferably within a large multinational.
• Minimum 5 years of experience in hospitality business with relevant food‑hygiene certifications.
• Strong analytical ability to interpret complex data and drive commercial decisions.
• Outgoing, results‑focused personality with excellent interpersonal and leadership skills.

Required skills

• High‑level strategic planning and delivery.
• Operational transformation leadership and large‑scale project management.
• Capex planning, cost control and optimisation expertise.
• Advanced knowledge of bakery, hospitality and counter operations.