Retail Duty Manager

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Purpose of the role

The Duty Manager role is a transitional position bridging commercial management via the Account Management team and delivering KPIs and SLAs on the shopfloor, while 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 by:

• 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 terminals and multi-disciplined teams. We seek someone who is collaborative, hands-on, and highly organised, capable of working in a fast-moving environment and delivering innovative ideas.

Early starts and weekend work are required.

Principle Responsibilities

Your role will be both internal and client-facing, representing your projects' best interests and motivating your team to deliver top-tier service for our clients and partners, focusing on:

Operations Management

• Overseeing multiple sites within Gatwick, setting clear daily targets, guidelines, and company expectations tailored to brands and client needs.
• Driving visible, proactive, and enhanced service delivery to customers at all times.
• Managing internal audits related to service and product knowledge to ensure KPIs and SLAs are met, and identifying training needs promptly.
• Resourcing and scheduling labour for each site using the BJP database.
• Building new opportunities collaboratively with the Account Management team, leveraging existing client relationships, and establishing new ones.
• Managing end-to-end people processes, including break management, absenteeism, return-to-work procedures, accident reporting, investigations, disciplinary actions, and grievances, promptly.
• Working with leadership to identify and support service champions on the shop floor and drive succession planning.
• Supporting the Account Management team with experiential and seasonal events.
• Assisting in setting up key events, including 'go live' days and high-performing promotions (HPP).
• Ensuring effective communication regarding critical client information during huddles and via BJP bulletins.
• Supporting the Trinity approach to Agency, Client, & Retailer interactions.
• Attending monthly SLA meetings with retailers, providing feedback to the team for continuous improvement.
• Providing sales feedback on HPP events.
• Fostering a culture of excellence and recognising outstanding team performance.

Compliance / Other Duties

• Supporting programmes related to training, H&S, development, and well-being of colleagues, including audits.
• Undertaking any reasonable tasks requested.

Required Skills

• Team player
• Client-facing
• Solutions-oriented, troubleshooting, and problem-solving skills (clients and staff)
• Fair and effective staff management
• Solutions-driven and troubleshooting abilities
• Flexible, persuasive, and diplomatic
• Well organised
• Numerate

Additionally, you will need to obtain an Airside pass for the airport, requiring a full 5-year history and criminal record check, a valid passport, and the right to work in the UK.