Head of Retail

4 days ago

Hounslow, United Kingdom Travelex Full time

Role: Head of Retail - Heathrow Airport

Role Type: Full-Time, Permanent

Reports to: UK Retail Trading Director

Location Business Unit: Retail and TAS

Role Purpose

The Head of Retail will be responsible for the overall leadership and management of the Heathrow Airport location and Cash Solutions Business. This is a Senior Level role with considerable people, compliance, brand and commercial accountability.

Key responsibilities of this role are not limited to, however includes- Full ownership of the P&L including all associated controllable costs and revenue performance across all sales channels;- Management and Leadership of the team including performance management, leadership coaching and talent / succession planning;- Ownership of a supportive, inclusive culture with fairness, equality and engagement at the heart of the team;- Developing annual store strategy, ensuring optimised route to market, customer proposition and ultimately YOY growth where applicable.- Development and performance focus/ delivery of performance KPIs on tactical level to drive strategy delivery and growth year on year whilst operating inside the relevant processes and controls;- Creation of a customer focussed, commercial sales team who are experts in all things Travel related and who can engage effectively with customers to deliver upsell and cross sell targets;- Project manage strategic initiatives and ad hoc reactive tasks where required, directly or through others.

Key accountabilities- Own and drive the profitability / EBITDA through delivery of key KPIs of your area, across bureau, online & ATMs - and to do so optimise our complete product portfolio, while effectively managing the cash inventory and margins;- Drive incremental growth by consistently reviewing stores / ATMs to ensure that they are in the right places, have the right marketing approach online and in stores to drive footfall and to increase revenue (across FX, VAT, Remittance, and Ancillary products/ services);- Lead your team to provide a best in class customer experience by comprehensively managing your team through, coaching, full performance-based rostering, annual leave management, retention, on-boarding and recruitment, communication management, and performance management;-
- Capture and act upon local competitor insight, and communicate this (when appropriate) to the business;- Drive product launches and in-store promotions/campaigns across relevant teams and nationally where appropriate;- Embrace sales incentives and drive engagement and commercial performance through the teams;- Complete regular and continuous financial analysis, reporting, planning and using data to improve the performance of the teams across all balanced scorecard measures;- Execute operationally in line with standard operating procedures and coach staff on operating disciplines;- Adhere to Company and location policy and procedures, including ATMs, Audit, Risk, Health & Safety, Security and Retail requirements;- Manage local relationships (landlords, airports, CIT companies, Western Union, Ancillary Services Partners, etc.) from a day to day operational relationship management perspective;- Undertake Company training within required timescales and ensure consistency of this across the entire team, embrace an approach of collaboration and best practice sharing across the UK and other relevant Geo’s where appropriate;- Works with the Heads of Retail and other Heads of Function to influence the creation and communication of company strategy, business priorities and targets for the local teams and ensures there are systems in place to enable the bureau managers to receive the information in a timely manner;- Generates ideas about future retail activities to ensure an innovative and future focused strategy; maintains up to date knowledge of the marketplace, competitors and trends;- Translates the strategic goals into retail operational plans to achieve the required targeted growth in sales and profit; identifies and optimise promotional opportunities ensuring these are co -ordinated with wider Travelex promotions and campaigns.

Key interfaces/ relationships- External stakeholders - Partners, Airports, Landlords, Key Suppliers, Customers;- Internal support functions - All key support and enabling teams; Finance, HR, Marketing (including online), Pricing, IT,- Process Excellence, Commercial Development, Product Development, Compliance, Legal, the Global ATM helpdesk, ATM deployment team;- This is a Senior Level role and so regular interactions and positive stakeholder management with the UK SLT and Executive Team and other key Senior Stakeholders will be expected.

Base/ Location

This role will be based at Heathrow Airport and requires leadership from the front with bureau visits, manager coaching sessions and visible leadership is expected to be the norm.

This is a role that may evolve and change over time where changes in the market, changes with partners or changes within the

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