Retail Operations Manager

• Retail Operations Manager 
• Based at Manchester Airport
• Permanent with competitive salary & bonus scheme  
• Shift base working – typically includes two early (before 5am start) or one late (until 10pm) 

About MAG:

At MAG we provide the airport facilities and travel services that people need to connect with the world. As the largest UK owned airport operator, we serve over 60 million passengers a year from Manchester, London Stansted, and East Midlands Airports. With over 270 destinations across the globe, our businesses not only bring people together but also support the prosperity of the regions in which we operate.  
 
At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive

You’ll also have access to some great benefits including: 

•    6% company contribution pension 
•    24 days holiday plus bank holidays 
•    Free parking 
•    Subsidised public transport 
•    Huge range of company discounts 
•    Fantastic career development and advancement opportunities 
•    Friendly and professional team
•    Modern office/ break out areas/ great company culture and approach

About the role:

We are currently recruiting for a Retail Operations Manager to develop, deliver and improve our retail experience across our Airport Terminals. With record passenger numbers and future development plans, there has never been a more exciting time to join the team. 
This role will manage and develop the retail operation throughout the trading day and week to deliver a great guest experience, high retail standards, operational efficiency and effective product availability throughout the retail partners within the airport. 
You will be highly visible in the terminals as you work with and develop strong collaborative relationships with retail partners at all levels. This role will, therefore, require you to be on your feet for much of the day. Key requirements for this role will be to engage with the retailers to ensure that they are driving retail initiatives, meeting contractual requirements, ensuring staffing levels meet demand and representing their operations in a way that reflects MAG’s high retail standards. This will require you to influence commercial operations, maximise revenues and maintain operational standards required to maintain MAG’s world class operation. 

Typical Duties:

•    Support the development and implementation of the trading plan for the airport with guest experience at its heart.
•    Set and review trading hours to maximise guest coverage, improve dwell and increase sales.
•    Develop relationships with retail partners at a local and regional level to influence product availability, improved speed and quality of service, and overall guest experience.
•    Work with the wider MAG Retail teams to develop consistent and effective measurement and reporting of compliance audit, exit survey, NPS and other guest experience initiatives.
•    Develop consistent and effective communications at both local and regional level to promote competition, recognise performance and celebrate great guest experience.
•    Develop strong working relationships with the airport terminal operations team(s), identify and resolve operational issues negatively impacting on retail revenues and drive through commercial priorities.
•    Work with retailers to maintain compliance with H&S, fire safety and security within their operations. 
•    Work with the airport H&S Team on communal back of house operational areas to minimise risk to retail and F&B staff.

What will make you successful:

As the successful candidate, you will have strong stakeholder management skills, with the ability to influence decision making and form strong supportive and challenging relationships with retailers. 
This role will require you to be on your feet for much of the day conducting audit walks within a fast paced working environment. Due to the nature of our operations, the role would suit someone who has a flexible approach to working hours. Candidates with a background supporting the commercial performance, operational planning and retail initiatives of multiple retail/ hospitality (or similar) outlets will be of particular interest.
You will have an intuitive understanding of the retail, hospitality (or similar) markets along with a drive for operational excellence and a deep understanding of the commercial drivers which influence individual unit performance. 
You will find a culture that is passionate about exceeding customers’ expectations whilst delivering commercial benefit to the business and we expect that you will share those values.

Equal Opportunities & Reasonable Adjustments

At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such we welcome applications from candidates from all backgrounds.

We’re also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups.

As a Disability Confident employer we are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process.

You can contact the team by emailing HR.Recruitment@MAGAirports.com

Our Colleague Resource Groups include: Women’s Network, Embrace - Race & Ethnicity Group, Fly With Pride (LGBTQIA+), Mental Health, Parent & Carers, Disabilities including neurodiversity