Role Title General Manager – Projects & Facilities Business Area Store Development Purpose of Role To lead the end-to-end delivery of new store construction, modernization, light-touch improvements, and repair and maintenance (R&M;) across the entire retail estate. Ensure projects and facilities operations meet business objectives, approved budgets, delivery timelines, brand standards, safety and compliance requirements, and operational expectations. Reward Level Senior Management Scope of the Role Drive capital efficiency, operational excellence, asset longevity, and a consistent customer experience through effective project governance, commercial management, stakeholder collaboration, and vendor performance. Reporting To Head
- Property & Store Development Direct Reports Project, Design and Facility Teams Key Accountabilities, Responsibilities, And Measures New Store Expansion & End-to-End Delivery
• Own the complete new store delivery lifecycle, from CAPEX estimation, budgeting and approvals through design, procurement, construction, commissioning, launch and handover.
• Develop project budgets, cost benchmarks, delivery schedules, resource plans and risk mitigation strategies aligned with business plans.
• Coordinate with Property, Design, Retail, VM, Finance, Procurement, IT, landlords and contractors to finalize scope, technical requirements and delivery milestones.
• Govern landlord scope, site readiness, statutory approvals, contractor mobilization, procurement and commercial commitments.
• Monitor project costs, quality, timelines, safety and critical-path dependencies; drive timely resolution of issues to ensure launch readiness.
• Ensure completion of testing, commissioning, snagging, statutory requirements and project documentation before operational handover. Store Modernization & Light-Touch Improvements
• Lead refurbishment and modernization projects involving store layouts, MEP infrastructure, lighting, flooring, ceilings, fixtures, façades, signage and other brand or infrastructure upgrades.
• Deliver light-touch interventions, including light refresh business-unit changes, fixture modifications, category additions or removals, branding, navigation signage and minor layout improvements.
• Define scope, budgets, execution plans and implementation priorities in consultation with Retail, VM, Design and other stakeholders.
• Establish governance and approval mechanisms for post-launch changes that impact store planning, customer journeys, brand standards or infrastructure.




• Plan phased execution to minimize trading disruption while ensuring quality, cost efficiency and timely completion. Facility Management – Entire Retail Estate
• Own the estate-wide R&M; strategy, annual budgets, forecasts and expenditure prioritization across all stores.
• Drive preventive and reactive maintenance for building fabric, electrical systems, HVAC, plumbing, lighting, fire and life-safety systems, and other relevant infrastructure.
• Manage AMCs, maintenance partners, service providers, SLAs, response times and escalation mechanisms.
• Prioritize critical issues affecting safety, customer experience, business continuity and store trading.
• Monitor recurring defects, asset condition, maintenance trends and high-cost locations; implement corrective actions and capital-improvement plans.
• Ensure applicable statutory inspections, certifications, maintenance records and safety requirements are met.
• Optimize lifecycle costs by balancing preventive maintenance, reactive repairs, asset replacement and capital investment. CAPEX, Commercial & Financial Governance
• Develop and consolidate capital investment plans for new stores, modernization, light-touch projects and major infrastructure upgrades.
• Establish robust controls for budgets, tenders, contracts, POs, scope changes, contractor bills and final account settlements.
• Ensure compliance with Delegation of Authority (DOA), approved budgets and procurement processes.
• Drive competitive tendering, commercial negotiations, cost benchmarking and value engineering in partnership with Procurement and Finance.
• Track committed, actual and forecast expenditure; identify variances and implement corrective actions to optimize CAPEX and operating expenditure. Vendor, Quality, Safety & Stakeholder Management
• Develop and manage a reliable vendor ecosystem across general contracting, specialist works and R&M; services.
• Monitor vendor performance against cost, timelines, quality, safety and service-level commitments.
• Ensure adherence to applicable statutory, health, safety,



fire and environmental requirements across projects and maintenance activities.
• Partner with Property, Retail, Design, VM, Finance, Procurement, IT, landlords and external agencies to align priorities, resolve dependencies and ensure smooth execution.
• Lead project and facilities teams, establish transparent accountability, standardize SOPs and drive continuous improvement through performance reviews and lessons learned. Leadership & Team Development
• Build trusted relationships and operate with influence rather than authority.
• Drive coaching, capability building and performance management for the team, strengthening skills and ways of working.
• Promote a culture of accountability, continuous improvement, operational excellence and compliance focus across colleagues, while ensuring adherence to the M&S; Behaviours. Key Relationships and Stakeholders Internal
• In-house Team (Design, Delivery & Facilities)
• Property Team
• Retail Operations & FHS
• Visual Merchandising
• Finance & Legal
• Procurement
• IT
• Buying & Merchandising
• Audit & Compliance
• International FHS Team
• International Design Team External
• Landlords
• External Design Consultants (ID & MEP)
• Vendors Key Skills
• Retail Expansion & Real Estate Management
• End-to-End Project & Construction Management
• Facilities & Asset Management
• CAPEX/OPEX Planning & Financial Acumen
• Vendor, Procurement & Contract Management
• Stakeholder Management & Strategic Leadership
• Planning and On-Time Execution of Projects Qualifications And Experience Qualification:
• Degree in Engineering, Architecture, Construction Management or a related discipline; postgraduate qualifications are an advantage.

Experience:
• 15 years of relevant professional experience, with substantial exposure to retail expansion, end-to-end project delivery, store modernization and estate-wide facilities management.
• Proven track record in managing multi-site projects, CAPEX and R&M; budgets, commercial negotiations, contractor and vendor ecosystems and cross-functional teams.
• Strong expertise in project governance, financial planning, cost optimization, statutory compliance, risk management and stakeholder engagement.
• Demonstrated leadership capability in driving business growth, operational excellence, team performance and continuous improvement across a large retail estate.

📌 General Manager (Gurugram)
🏢 Marks and Spencer Reliance India Private
📍 Gurugram