Retail Manager, Airport

Store Operations

· Lead a team of 30-50 staff in daily store operations across all terminals. Drive sales, ensure optimal performance, maintain a high level of customer service, security, and adherence to SOPs.

· Conduct daily store visits to audit store operational efficiency and identify opportunities for improvement.

· Establish, maintain and update all SOPs and conduct internal audits to ensure compliance and adoption of best practices.

· Handle customers inquires, feedback/complaints, and follow up with service recovery.

· Ensure operational excellence and optimization of resources.

People

· Develop & implement training programs. Responsible for leading onboarding & refresher training to equip staff with high competency & skills to perform all tasks i.e., wrapping, handling international delivery, laundry drop-off and other assigned tasks.

· Coach and conduct assessment on TL/ CSO competency levels through training, quizzes etc.

· Plan monthly rosters and manage leave administration for all subordinates.

Administration

· Accountable for daily sales reconciliation and preparation of weekly sales reports. Conduct spot checks on cash float in the store.

· Responsible for accurate reporting i.e., sales reconciliation, bag wrap, CDV, EOD, weekly sales, laundry sales, Goodlugg, Luggme, DHL etc, and ensure records are disseminated to CSO timely.

· Build and maintain cordial working relationships with clients and other airport business partners.

Perform other responsibilities as delegated or stipulated by the management team.

Job Specifications (Qualifications/Experiences):

· Diploma / Degree in Business Management or equivalent from a recognized university preferred.

· Minimum 5 years of supervisory experience in airport terminal operations.

· Possess excellent interpersonal, communication and organizational skills.

· Able to work on Shift Duty.

Desirable Attributes:

· Leadership – Ability to steer, coach, direct, and delegate.

· Collaborative, agreeable, process driven.

· Dependable and trustworthy – Takes ownership and is willing to take on additional responsibilities.

· Influencing skills and able to handle conflicts & disagreements effectively.

· Project management, prioritize tasks and manage time effectively.