Regional Manager

1 day ago

Pune, Maharashtra, India Marks and Spencer Full time

The Regional Manager is accountable for the overall operational, commercial, and people performance of a cluster of retail stores within a defined geographic region.

The roles primary objective is to drive sales and profitability while ensuring brand standards, exceptional customer service, and consistent team development across all locations.

Role Responsibilities

Sales & Commercial Performance

- Deliver seasonal visual merchandising and store layouts in alignment with brand guidelines.

- Set and cascade regional sales targets; monitor store performance and implement corrective actions as required.

- Conduct merchandise analysis in collaboration with store teams to optimize assortments and drive sell-through.

- Leverage footfall, conversion rates, and SKU-level data to identify growth opportunities and emerging trends.

- Ensure timely and accurate implementation of pricing, promotions, and catalogues across all locations.

Store Operations & Standards

- Ensure consistent execution of operational processes and customer service standards across the region.

- Conduct regular store visits to review visual merchandising, stock accuracy, and service quality.

- Oversee timely store openings and adherence to project timelines for new stores and refurbishments.

- Lead the implementation of marketing initiatives and promotional campaigns across all stores.

- Enforce compliance with brand guidelines, mystery shopping expectations, and audit standards.

Profitability & Cost Control

- Review P&L statements with store managers and take appropriate actions to enhance profitability.

- Monitor and control operational costs, utilities, and consumables.

- Approve capital expenditures related to store maintenance and improvements.

- Minimize shrinkage by ensuring compliance with stock protection measures and system accuracy.

People Management & Development

- Line-manage store managers, providing coaching to drive performance, engagement, and accountability.

- Drive team capability through structured training, on-the-job development, and regular performance feedback.

- Cultivate a culture of recognition, ownership, and exceptional customer service.

- Align team goals with business strategy and brand objectives.

Customer Experience & Brand Integrity

- Embed a strong customer service ethos that consistently exceeds expectations.

- Use customer insights and store-level feedback to enhance service delivery and influence policy updates.

- Improve key metrics such as Net Promoter Score (NPS), customer feedback ratings, and satisfaction levels.

- Ensure brand consistency through staff grooming, store presentation, and adherence to VM guidelines.

Key Deliverables

- Profitable and brand-compliant stores with strong operational efficiency.

- Consistent adherence to customer service excellence and visual merchandising standards across the region.

- Minimized shrinkage, accurate inventory control, and efficient stock management.

- Highly engaged and capable store teams with low attrition and high team morale.

- Regular achievement of sales targets, conversion metrics, and customer satisfaction goals.

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