Job Purpose

You must be able to lead and motivate a team with care, enthusiasm, honesty and your natural love of retailing must be accompanied by a real interest in the educational toy market with an ability to react quickly and work under pressure. Your commercial awareness and understanding of the UAE marketplace will help drive sales while positioning ELC as the premier educational toy specialist. You will be able to demonstrate a track record in coaching and people development with cultural sensitivity for our diverse UAE team and customer base. You will also adopt a hands-on approach and demonstrate a desire to lead from the front of the shop floor, acting as the educational toy expert and ambassador for child development through play.

Job Requirements

• To be mobile and flexible within UAE operations
• Ideally situated within reasonable commuting distance of your store
• Must have at least 12 months retail management experience
• Eligible for UAE residence visa (company will arrange visa processing)
• Minimum High School Certificate or equivalent
• English language proficiency essential - will be tested at interview along with basic numeracy
• Arabic language skills preferred but not essential
• Understanding of UAE cultural practices and ability to manage diverse teams
• One rotating day off per week and UAE national holidays given in lieu

Key Accountabilities

Sales Performance & KPIs

• Full accountability for achieving store sales targets, conversion rates, and customer satisfaction metrics
• Responsibility for cost management and operational efficiency
• Ownership of inventory accuracy and shrinkage control
• Daily analysis of sales performance (DSR) data and implement improvement actions
• Monitor team performance against individual KPIs and provide coaching support
• Observe competitor activities, pricing, and promotions; provide strategic recommendations to gain competitive advantage
• Timely response to and actioning of all company communications and e-mails
• Complete all reporting requirements accurately and on schedule including weekly competition reports

Daily Operations & Store Management

• Daily store preparation ensuring readiness for trade (music, tills, cleanliness, demonstrations, signage)
• Secure opening/closing procedures, cash management, DSR reconciliation, and end-of-day audits
• Back-office administration including petty cash management and till checks
• Ensure all store licences, permits, and legal documents remain valid and up to date
• Staff scheduling that balances labour costs with customer service needs
• Store maintenance, equipment functionality, and follow-up on maintenance issues until resolved
• Managing click-and-collect orders, online orders, online returns, and omnichannel experience
• Emergency response and managing unexpected situations or staff absences
• Ensure all operational and administrative tasks are completed on or before deadlines

Team Leadership & Development

• Recruit, interview and select new team members
• Daily team briefings and communication of company updates, promotions, and priorities
• Read, interpret and cascade all company communications effectively to the team
• Conduct regular training, product knowledge sessions, and performance coaching
• Monthly one-to-ones, performance improvement plans, and career development discussions
• Create succession plans and develop future leaders within the team
• Ensure policy compliance and maintain team standards
• Spend time with individual staff members to understand strengths, weaknesses, and development needs

Customer Experience & Brand Standards

• Deliver outstanding customer service and handle escalated complaints with good judgement
• Act on customer feedback and mystery shopper reports
• Optimise store layout and customer flow for easy navigation
• Increase customer data collection through CRM tools and loyalty programmes
• Use customer insights to improve service delivery and personalisation
• Ensure consistent brand presentation and educational positioning
• Coach team on educational guidance, demonstrations, and add-on sales techniques
• Foster a lively, energetic, family-friendly in-store experience
• Go beyond sales to create memorable experiences for families and children

Inventory & Loss Prevention

• Manage stock levels, identify slow-moving inventory, and optimise product mix
• Oversee accurate stock receiving, STS (Stock-to-Store) and RTV (Return to Vendor) processes
• Coordinate with head office on delivery schedules and product issues
• Provide data-driven feedback to merchandising and warehouse teams on stock needs
• Investigate and minimise stock loss through better processes
• Maximise sales per square foot through effective merchandising and space planning
• Execute visual merchandising according to guidelines and "one-pager" campaign briefs
• Ensure store entrance and layout are appealing and easily navigated

Compliance & Safety

• Regular safety walks, incident investigation, and risk assessments
• Ensure compliance with all local labour laws, health & safety regulations, and licensing requirements
• Conduct regular audits to minimise legal or regulatory risks
• Maintain standards for internal and external audits
• Stay updated on company policies and ensure team compliance
• Manage peak periods, cultural events, and seasonal preparation specific to UAE
• Analyse online sales performance and report issues requiring follow-up action

Core Responsibilities

• Monitor and maintain excellent store standards, sales performance and presentation of your team while positioning ELC as the educational toy authority
• Ensure all internal communications and tasks are completed in relevant timescales with cultural considerations respected
• Communicate effectively all information relevant to your team, ensuring cultural sensitivity and language accessibility
• Actively seek opportunities to improve ELC brand awareness and educational positioning in the UAE market
• Ensure company disciplinary, grievance, absence and counselling procedures are implemented effectively
• Ensure legal compliance with UAE employment law in all store personnel practices, including cultural and religious accommodations
• Ensure full compliance of all health and safety matters including reporting and recording all incidents
• Control and monitor the store staffing requirements and establishment
• Implement and maintain ELC's educational merchandising standards and demonstrate commercial awareness to push sales through educational advisory approach
• Oversee recruitment, induction, and all training processes including completion of mandatory Induction Books and cultural orientation
• Encourage personal development of individual team members ensuring all staff are appraised according to company guidelines
• Have overall responsibility for securing and opening premises including out of hours alarm activations and all security aspects
• Ensure all team members deliver "Outstanding Customer Service" by asking brilliant questions and providing educational guidance at all times
• Manage peak trading periods including Eid celebrations, Dubai Shopping Festival, and Ramadan adjustments
• Attend training sessions with your team where reasonable notice is given

Mission & Values

Demonstrates the Company's values in behaviour:

• CARING - AMBITIOUS - DEMANDING

Works toward the company mission: To support parents with their child's early years learning and development through play.

Skills

1. Able to follow and implement instructions while adapting to UAE market requirements
2. Excellent communication skills in English (Arabic advantageous)
3. Effective planning including cultural event considerations
4. Motivational leadership with cultural sensitivity
5. People skills adaptable to diverse, multicultural teams
6. Problem solving with understanding of local context
7. Confident in engaging people from various cultural backgrounds
8. Educational toy knowledge and child development understanding

Competencies

• Educational Leadership: Can demonstrate passion for educational toys and child development. Leads team in positioning ELC as educational authority and embraces our educational mission with deep product knowledge
• Cultural Leadership: Self-motivated and culturally aware, able to lead diverse UAE teams effectively. Understands local customs, religious practices, and adapts leadership style accordingly while maintaining consistent standards
• Strategic Pro-Activity: Can plan effectively considering UAE market dynamics, peak periods (Eid, DSF), and cultural events. Seeks opportunities for educational positioning and takes charge of professional development
• Educational Sales Focus: Skilled at driving team to actively provide educational guidance to customers with product demonstration. Naturally competitive, target orientated, and focused on educational advisory approach
• UAE Commercial Acumen: Understands UAE retail landscape and cultural preferences. Implements commercial reasoning while maintaining educational focus and premium positioning
• Hands-On Practical: Able to deal with day-to-day activities in UAE retail environment. Leads by example and remains hands-on during peak periods and cultural celebrations
• Multicultural Team Development: Develops team members from diverse backgrounds through training, feedback, and guidance. Understands different learning styles and cultural approaches to development
• Cross-Cultural Communication: Skilled at clear communication across language barriers and cultural differences. Expresses empathy and adapts communication style for various audiences
• Inclusive Teamwork: Competent at building cohesive teams from diverse cultural backgrounds. Orchestrates resolutions while respecting different perspectives and cultural sensitivities
• UAE Market Flexibility: Adapts methods for local market conditions, religious observances, and cultural events. Deals effectively with UAE-specific retail challenges and opportunities
• Regional Accountability: Accepts full responsibility for store performance within UAE context and is open to feedback regarding local market adaptation and cultural sensitivity