Marks & Spencer Drives Emiratization Engagement Initiative Through Unique Store Takeover

All-Emirati Sales Team Rises to the Challenge of Full Day Store Operations at M&S Deira City Centre

Dubai, UAE, April 26, 2017: As part of its planned quarterly engagement initiatives, Marks & Spencer HR, in partnership with Al-Futtaim Retail HR, organized a Sales Workshop with a difference. The unique event, held on 22nd March at Marks & Spencer, Deira City Centre, was designed to show the potential impact of an empowered Emirati workforce within the organization.

A 31 strong, all-Emirati team took on full responsibility for the store’s operations for one whole day, delivering exceptional customer service during the course of the day, which translated into strong sales against the target figures and received positive feedback from customers. The initiative is empowered by the M&S new and unique training program, titled ‘Making Every Moment Special.’ Introduced to all stores across the region in March 2017, the training program highlights the value of strong customer service and interaction skills, which are core values to the M&S brand. The training provides workshops to improve people skills and making the customer journey in-store exceptional through an upgraded approach to customer service. 

“Al-Futtaim is a large supporter of training in the workplace, and we have a fantastic program that supports staff throughout their career, from fresh graduates onwards,” shared Majd Ahsan Syed, Director, HR Retail & Group Functions. “We see value in building the skills of our teams across the board, particularly those who are part of our Emiratization program, to ensure each employee has the tools they need to excel in their position and grow within our company. We believe the value we show to our employees will in turn be shown to the customers our staff interact with, to ensure every moment in our stores is made special. We are extremely pleased with the results we have seen from our store takeover.”

Al-Futtaim further drives positive roles and opportunities in partnership with its Emiratization team and Retail HR. The organization of career fairs and leadership and development programs will help train and prepare the young Emirati workforce for future leadership positions.