General Manager - Travel Retail Operations

About the Role

Our client, a leading global travel retail company, operates an extensive duty-free and specialty retail business located in JFK Airport's Terminal 4 in New York. This role as General Manager offers the chance to lead a prominent and intricate retail environment serving both national and international travelers. The retail footprint includes diverse product categories such as luxury goods, cosmetics, fragrance, confectionery, gifting, tobacco, and accessories across multiple sites within the terminal.

The General Manager reports directly to a Board composed of two partner organizations and is responsible for overall commercial success, operational management, stakeholder engagement, delivering an excellent customer experience, and leading a workforce close to 150 staff members.

Key Responsibilities

• Oversee daily operations of multiple retail outlets within Terminal 4, ensuring consistency and efficiency.
• Foster a culture centered on accountability, superior customer focus, and operational excellence.
• Maintain uniform retail, merchandising, and customer service standards through regular reviews and store evaluations.
• Implement continuous improvement strategies to uphold world-class retail standards.
• Drive sales performance and profitability through strategic analysis and optimization of inventory, pricing, promotions, and merchandising presentation.
• Lead and develop a leadership team, including Assistant General Managers, nurturing talent and succession plans in partnership with HR.
• Manage and build strong relationships with airport authorities, terminal management, customs, airline partners, and other key stakeholders representing the business effectively within Terminal 4.
• Translate strategic goals into practical operational plans, utilizing customer insights and operational metrics to identify opportunities, manage risks, and promote growth.

Candidate Profile

• Minimum 10 years of leadership experience managing sizable consumer-facing retail operations.
• Proven capability in leading teams exceeding 100 employees with strong commercial and financial acumen.
• Experienced in managing relationships in complex, multi-stakeholder, matrix organizational structures.
• Preferably has experience within travel retail, airport retail, or large-scale multi-site retail environments.
• Excellent communication and influencing abilities combined with a disciplined operational focus and meticulous attention to detail.
• Adopts an engaged, hands-on leadership style with high visibility among front-line operations.

Additional Information

• Position is based onsite at JFK Terminal 4, operating within a 24/7 retail environment requiring flexibility to be present as the business demands.
• Compensation includes a base salary of $150,000 to $175,000 plus up to 15% performance bonus.
• Benefits package comprises medical, dental, vision coverage, 401(k), commuter benefits, staff discounts, parking facilities, three weeks paid time off, and 12 public holidays annually.