Retail Duty Manager

JOB TITLE: Retail Duty Manager

LOCATION: Gatwick Airport

SHIFT PATTERN: 5 days per week shift pattern - weekend worker

PAY RATE: £14.85 per hour

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at recruitment@abm.com. We're here to help!

Purpose of the role

The Duty Manager role is a transitional position that bridges commercial management via the Account Management team with delivering KPIs and SLAs on the shopfloor, while also driving new opportunities and commercial growth at the frontline.

The successful applicant will manage team members daily, ensuring standards, service, and sales expectations are met through:

• Coaching, motivating, and providing feedback to team members.
• Resolving conflicts and encouraging collaboration.
• Organising projects and delegating tasks.
• Communicating with transparency and vision.

Our structure requires flexibility to support multi-site and/or terminal operations and multi-disciplined teams. We're looking for someone who is collaborative, hands-on, and extremely organised. You will work in a fast-paced environment and be expected to bring new ideas.

Early starts and weekend work are required.

Principal Responsibilities

Your role will be both internal and client-facing, always representing your projects' best interests, and motivating your team to deliver exceptional service for our clients and partners across key areas.

Operations Management

• Oversee multiple sites within Gatwick, setting clear daily targets, guidelines, and expectations tailored to brands and client specifications.
• Drive visible, proactive, and enhanced service delivery to customers at all times.
• Manage internal audits concerning service and product knowledge to ensure KPIs and SLAs are met, and identify training needs promptly.
• Resource and book labour for each site using the BJP database.
• Build new opportunities in collaboration with the Account Management team, leveraging existing client relationships and establishing new ones.
• Manage end-to-end people processes including break management, absenteeism, return-to-work, accident reports, investigations, disciplinary actions, and grievances in a timely manner.
• Work with leadership to identify and support service champions on the shop floor and support succession planning.
• Assist with experiential and seasonal events, including 'go live' days and high-performance promotions.
• Ensure effective communication regarding critical client information via huddles and BJP bulletins.
• Support the Trinity approach to Agency, Client, & Retailer relationships.
• Attend monthly SLA meetings with retailers and provide feedback to drive continuous improvement.
• Provide sales feedback on HPP events.
• Promote a culture of excellence and recognize outstanding team member performance.

Compliance / Other Duties

• Support programmes related to colleague training, H&S, development, and well-being, including audits.
• Undertake any reasonable tasks as requested.

Required Skills

• Team player
• Client-facing
• Effective communicator
• Solution-oriented, troubleshooting, and problem-solving skills (clients and staff)
• Fair staff management approach
• Flexible, persuasive, and diplomatic
• Well-organised
• Numerate
• Proficient in Excel, Word, Outlook

You will need to obtain an Airside pass for the airport, which requires a full 5-year history check and criminal record check. A valid passport and proof of right to work in the UK are also necessary.