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Senior Operations Manager

1 month ago

Hounslow, United Kingdom ABM UK Full time

Job Title:  UK Travel Retail Operations and Service Delivery Manager 

Department:  Blackjack Promotions   

Reporting to:  Departmental Head   

Working hours: 40 hours per week, 5 out of 7

PURPOSE OF ROLE  

The role of UK Travel Retail Operations and Service Delivery Manager is integral in ensuring that Blackjack Promotions are the industry leader in delivering creative and compliant staffing solutions and operational support to our clients within Travel Retail throughout the UK.  

Reporting to the head of department and responsible for the management of all operations managers throughout the UK.  

The role requires excellent communication skills to both colleagues, staff and clients. Managing expectations of all and being customer centric is critical to a smooth-running and expertly delivered operation, as well as being creative, well organised and strategic in planning and executing concepts and campaigns.   

The role requires a strong people manager, who can understand the needs of each locational operation and can create a strategy that will ensure consistency of service throughout the UK.  

This role requires a creative and innovative thinker with a real understanding of both Blackjack’s and our clients’ values and ambitions.   

The role requires a collaborative approach between Blackjack Promotions and our clients to ensure operational excellence, which meets brand, landlord and Blackjacks expectations.  This includes a strong emphasis on compliance, health safety and wellbeing.  

 

RESPONSIBILITIES 

 

  • Managing a team of operations managers throughout the UK  
  • Ensuring the compliance and delivery of the retailer (DUFRY/AELIA) service agreement throughout the UK. 
  • Listening to and understanding client needs, offering the best solutions.  
  • Co-ordinating and driving creative concepts for employee client engagement.  
  • Ensuring health/safety and welfare compliance across the UK. 
  • Optimising on opportunities to provide client solutions (business development).  
  • To be a senior point of contact for DUFRY client across the UK. 
  • Supporting the trinity approach to agency, client & retailer.  
  • Report and evaluate, seeking continuous improvement.  

Requirements

KEY OBJECTIVES & ACTIVITIES  

  • To deliver consistent service across UK Travel Retail, ensuing that every location is unmistakably BLACKJACK through demonstrating our clear vision, mission, service approach and management style.  
  • To manage and support the UK team of operations managers; ensuring they have clear responsibility and accountability for their day-to-day operations.  
  • To develop strong relationships with the retailer across the UK, ensuring regular contact to enable understanding of requirements and challenges, ensuring BLACKJACK are meeting expectations set out within the retailer and brand SLA documents. (Specific attention to the DUFRY service agreement). 
  • To support a ‘One Team’ approach with the landlord (retailer/ airport) and the brands, ensuring a joined-up approach and understanding of service expectation and delivery.  
  • Working closely with the Head of Staffing ad Head of Client Services to understand the business needs and forming strategic plans for delivery. As an example: the onboarding process and the client reporting process.  
  • Work closely with the Account Management Team to drive business development; identifying areas for improvement and expansion; including contribution to proposals for the development of new projects of existing clients. 
  • To support the operations team in creating regular feedback and reports for each location. 
  • To provide innovative ideas and execution of employee and client engagement. As an example, Team appreciation week.  
  • To lead regular business reviews, providing clients with updates on the Blackjack business and the brand relationship, including status quo on financials, activity, challenges and successes.   
  • Ensure that all activities are implemented effectively, on time and on budget.  
  • To provide quotations   
  • To ensure all financial aspects of the role are kept up to date and billing completed correctly and on time 
  • To assist the Head of Client Services with budgeting and the control of costs   
  • Providing innovative solutions to problems and/ or needs  

  

CONSIDERATIONS  

  • 60% of the UK Travel Retail business is at Heathrow. Expectation is 2 days a week from Heathrow/WBC with 1-2 days per week in other on-site locations, 1 day office/home based.  

 

REQUIRED SKILLS 

  • Excellent Client Management Skills 
  • Team Player 
  • HR Savvy & competent at performance management & problem resolution  
  • Effective Communicator  
  • A strategic thinker  
  • Well Organised  
  • Attention to detail  
  • Works well to deadlines    
  • A solutions person - trouble shooting & problem solving (clients and staff)  
  • A creative person with innovative ideas, who can work on their own initiative  
  • Numerate  
  • Analytical – able to review and analyse manpower plans, feedback and figures to pre-empt issue and ensure optimum performance  
  • Strong presentation skills, written and verbal, with the ability to create content  o Proficient in Microsoft Office, to include Excel & PowerPoint o Valid driver’s license  

  

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