Retail Operations Manager

MAG (Airports Group); Manchester; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Free parking

Subsidised public transport

Huge range of company discounts

2 volunteering days per year

Free VirtualGP service

Care Concierge service

Job summary

MAG (Airports Group) is seeking a Retail Operations Manager at Manchester Airport to lead retail and commercial partnerships, delivering an exceptional passenger experience and strong commercial performance. The role drives high retail standards, planning for demand, and coordinating across F&B, retail and hospitality teams.

The successful candidate will build relationships, influence outcomes, manage KPIs, and adapt to changing business needs while ensuring operational efficiency and excellent

Qualifications

• Strong organisation, communication and problem-solving abilities required.
• Proven stakeholder and retail partner management experience.
• Commercial awareness with KPI and performance management experience.
• Ability to work under pressure in a fast-paced environment.
• Strong leadership, influencing and cross-functional working skills.
• Experience with customer experience audits and mystery shopping.
• Ability to analyse data and drive continuous improvement.
• Proficient IT skills and ability to manage competing priorities.

Responsibilities

• Support management of Manchester Airport's retail and commercial partners to drive passenger experience and revenue.
• Influence performance across Food & Beverage, Essential & Specialist Retail and Hospitality to maintain high standards.
• Plan proactively for seasonal changes, infrastructure developments and passenger demand.
• Ensure retail operations remain effective and adaptable to change.
• Collaborate across teams to deliver excellent customer journeys.

Skills

Organisational skills

Communication

Problem-solving

Stakeholder management

Commercial awareness

KPIs & performance

Working under pressure

Leadership & influence

Customer experience audits & mystery

Data analysis & continuous improvement

IT skills

Job description

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Every year, Manchester Airport connects over 30 million passengers with more than 200 destinations across the globe. As the third largest airport in the UK, Manchester is also in the top 20 airports in Europe. Part of the largest UK owned airport operator group, MAG, Manchester Airport supports over 19,000 jobs onsite and generates around £7.75bn each year for the region.

Sustainability is one of our core values, and it shapes everything we do. We're committed to protecting the environment and supporting our local communities. Our programmes include airport and airline decarbonisation, comprehensive education, skills and employment support and community engagement initiatives including volunteering opportunities.

At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive.

You'll also have access to some great benefits including:

• Flexible and generous company pension plan with various company contribution options (up to 10%) that you can change to suit your personal needs
• Free parking
• Subsidised public transport
• Huge range of company discounts
• 2 volunteering days per year
• Free VirtualGP service, available 24 hours a day, 7 days a week
• Care Concierge service

The role

As a Retail Operations Manager, you'll support the management of Manchester Airport's retail and commercial partners, driving an excellent passenger experience, strong commercial performance, high retail standards and operational efficiency.

The role involves building strong relationships across Food & Beverage, Essential & Specialist Retail and Hospitality, influencing performance to maximise revenue, maintain product availability and ensure consistently high operational standards.

A proactive approach to planning for seasonal changes, infrastructure developments and passenger demand is essential to ensure the retail operation remains effective and ready for change.

Regular early morning, late evening and weekend working will be required to meet business needs.

What will make you successful in this role

• Strong organisational, communication and problem-solving skills.
• Proven stakeholder and retail partner relationship management experience.
• Commercial awareness and experience managing KPIs and performance.
• Ability to work under pressure in a fast-paced operational environment.
• Strong leadership, influencing and cross-functional working skills.
• Experience of customer experience, audits and mystery shopping.
• Ability to analyse data and drive continuous improvement.
• Strong IT skills and ability to manage competing priorities.
• IT Literate

Equal Opportunities & Reasonable Adjustments

We're building something brilliant at MAG: a diverse team of Journey Makers who share our values and want to make a difference. We're on a mission to be number one in our industry, and that takes talent in all its forms. With so many exciting roles across our airports and businesses, there's space for your unique strengths to shine.

Whether this is your first role or your next big step, we want to hear from you - even if you don't think you tick every box. What matters most is what you bring.

We're proud to be a Disability Confident employer. If you need any adjustments to support your application or interview, just let us know. We're committed to helping you perform at your best.

At MAG, every journey matters. Our Colleague Communities play a big part in that: Women's Network, Embrace (Race & Ethnicity), Fly with Pride (LGBTQIA+), Mind Matters (Mental Health), PACT (Parents & Carers), RespectABILITY (Disability & Neurodiversity), and the CAVU Global ID&E Affinity Group.