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Head of Retail Operations and Performance Specialist

2 months ago

Glasgow, Glasgow City, United Kingdom AGS Airports Full time
About the Role

We are seeking a highly skilled and experienced professional to join our Commercial team as the Head of Retail Operations and Performance. This is a full-time, permanent role based at Glasgow Airport, with frequent travel to Southampton and Aberdeen Airports.

Key Responsibilities
  • Lead the retail operations and performance team to deliver outstanding results across the AGS airport portfolio.
  • Develop and implement strategies to drive sales growth, improve customer experience, and increase revenue.
  • Collaborate with the commercial analyst, Airport Managing Directors, and Heads of retail categories to ensure alignment and achieve business objectives.
  • Manage a team of direct reports responsible for supplier management, retail trading performance, and operational retail issues.
  • Analyze sales data and customer insights to identify opportunities for improvement and develop targeted interventions.
  • Transform the retail offering by developing a deep understanding of passenger profiles and customer segments across all three airports.
  • Ensure retail standards and operations are best-in-class, delivering exceptional customer experiences.
  • Develop and implement standardized procedures and reporting tools to ensure consistency across all three airports.
  • Lead periodic reviews with senior leaders of retail partners, presenting performance initiatives and driving business growth.
Requirements
  • 5+ years of experience in a mid-to-senior level commercial retail role.
  • Extensive knowledge of the retail market, with experience leading retail teams, ideally within a concessionaire environment.
  • Customer-focused with experience building a strong customer proposition.
  • A proven track record of business transformation.
  • Financially literate with a clear understanding of P&Ls.
  • A strong organizational mindset, with the ability to set up new teams and processes.
  • Ability to present concisely and confidently to the executive and board.
  • Evidence of innovation, entrepreneurialism, and the ability to rigorously test and apply new ideas.
  • A strong relationship builder, both internally and externally.
  • A passion for retail and the customer.
What We Offer
  • A competitive salary and benefits package.
  • Participation in our annual bonus plan.
  • 25 days annual holiday plus 8 public holidays.
  • Generous pension contributions.
  • Employee Assistance Programme.
  • Private Healthcare.
  • Flexible Benefit Platform.
  • Life Assurance Cover.
  • Free on-site car parking.
  • Agile/Flexible working, where appropriate for the role.