TITLE: Retail Operations
DEPARTMENT: Commercial Retail
REPORTS TO: Senior Commercial Operations Manager
WORK PATTERN: Mon-Fri, on average two early 6am starts, two standard days & one flexible working day
ABOUT THE ROLE:
This role is ideal for someone who thrives in fast-paced, dynamic environments, loves problem solving and enjoys helping others perform at their best. You will be monitoring the operation run by our concessionaires’, playing a vital part in the daily rhythm of the terminal, influencing performance and ensuring compliance for a safe, frictionless, and successful operation. If you are seeking an exciting, people-focused role with real growth potential, this is your chance to join an airport team where no two days are the same.
If you are energised by bustling environments and thrive at the heart of the action, love working with various brands, stakeholders, motivating teams on the floor, and seeing your efforts come to life in real time, this could be the perfect next step in your career.
JOB PURPOSE SUMMARY:
Working alongside Senior Commercial Operations Manager, as one of two Retail Operations Managers, you will oversee the day-to-day operation of LLA’s 130,000 ft2 retail estate making a significant contribution to the delivery of customer experience, revenue, safety and sustainability objectives.
Based between the terminal building and the head office, you will be immersed in the airport buzz, building strong relationships with our retailers, ensuring maintenance of high standards, supporting service delivery, driving sales, and keeping the supply chain flowing smoothly and have the opportunity to support other airport functions. Every day is different, and the impact of your collaboration with our concessionaires will be felt the moment passengers step into the terminal.
Retail Operations Managers are responsible for all commercial activity within the terminal building, including duty free, airport lounges, retail, food & beverage, and services (passenger services, vending, foreign exchange), to deliver a large part of airport’s non-aeronautical revenue.
Currently there are +50 companies operating +75 units, including well-known national, international and independent brands. The accounts and responsibilities are split evenly between the two managers. Success relies on strong relationships, trust, and the ability to influence rather than direct day-to-day teams.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES:
A proven operational and commercial track record is a pre-requisite, candidates must also have outstanding organisational skills, with a solutions-focused mindset. Attention to detail and collaborative working are a key part of this role. Strong communication skills at all levels within the business are a must, along with an appreciation of portfolio or cluster multi-brand management, to optimise performance, driving business partner performance, customer participation and ultimately, strong sales and income results.
The ideal candidate will have account management or food & beverage, hospitality, and/or retail experience in a high-volume airport, transport hub, motorway services, retail park, shopping centre or cluster. A multi-brand experience is welcomed. Retail Operations Managers are responsible for:
Driving Sales & Commercial Results
* Influence concessionaires to maximise sales through strong standards, product availability, and service.
* Review performance and data insights to identify risks, opportunities, and category trends, guiding partners toward improvements.
* Steer retailers to enhance conversion, spend, promotional and marketing execution, and adherence to commercial commitments.
Operational Standards & Retail Delivery
* Ensure partners maintain high visual, cleanliness, and operational standards across all units.
* Support and guide retailers in resolving operational issues quickly, including disruption management during irregular operations.
* Influence readiness for peaks, trading periods, operational changes, and space/layout adjustments that improve performance.
Building Relationships with Retailers & Stakeholders
* Build strong, trust-based relationships to positively influence store teams and area managers.
* Act as the visible, approachable commercial contact within the terminal.
* Drive action through walk-throughs, agreed priorities, and consistent follow-up, fostering open communication and shared goals.
Service & Guest Experience
* Shape service behaviours by coaching and influencing partners to deliver friendly, efficient interactions.
* Highlight guest experience gaps using insight and observation, and work with retailers to resolve them promptly.
* Contribute to delivering a great guest experience by performing your role with accuracy and efficiency. Recognising that every task whether guest facing or behind the scenes contributes to supporting the company’s overall LLA Way Strategy and service standards.
* Proactively and positively promote the LLA Way initiatives and projects with all employees and the wider airport community.
Supply Chain & Logistics Support
* Monitor stock flow and delivery performance, influencing partners and logistics teams to improve reliability and reduce inefficiencies.
* Escalate supply chain issues early when they impact availability, sales, or service standards.
* Encourage process improvements across the supply chain, including waste reduction and sustainability-aligned practices.
Compliance & Safety
* Guide retailers to meet Health & Safety, Food Safety, Fire Safety, Licensing, security, and operational requirements.
* Identify compliance or commercial adherence risks early and escalate where necessary.
* Influence consistent standards in cleanliness, equipment safety, waste management, temperature control, and BOH practices.
Continuous Improvement
* Encourage operational improvements across standards, service, sales, sustainability, and supply chain.
* Support KPI reviews, insight reporting, and revenue assurance activities with partners.
* Contribute to projects, category opportunities, marketing campaigns, events, and initiatives that enhance retail performance.
KNOWLEDGE, SKILLS & EXPERIENCE:
* Strong, structured approach to delivering plans and achieving targets.
* Background in account management or retail/F&B/hospitality operations (Deputy Manager level+).
* Experience in high-volume environments such as airports, transport hubs, or retail destinations.
* Solid understanding of retail operations, standards, and customer service.
* Proven ability to build strong working relationships with store teams and managers.
* Skilled at influencing outcomes without direct authority.
* Good commercial awareness and understanding of key sales drivers.
* Strong communication and interpersonal skills.
* Comfortable operating in fast-paced, multi-priority environments.
* Proficient in Microsoft Office.
* Desirable: airport or travel retail experience, F&B exposure, concession/franchise partner management, and multi-site or multi-brand experience