General Manager

WHSmith North America; Cleveland (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

WHSmith North America seeks a Multi-Unit Manager to oversee multiple airport and resort retail locations, including food and beverage operations. You will drive sales growth, control expenses, lead store teams, and uphold brand standards while partnering with property management to deliver an elevated guest experience.

The role requires 2+ years of multi-unit leadership in high-volume environments, strong KPI and financial oversight, and a proven ability to coach Store Managers and implement

Qualifications

• 2+ years of multi-unit leadership experience in retail, airport, or resort environments.
• Experience managing high-volume locations with fluctuating traffic and extended hours.
• Strong understanding of retail KPIs, labor management, inventory control, and expense oversight.
• Ability to operate within regulated environments and partner effectively with property management.
• Financially savvy with the ability to analyze performance and drive profitability.
• Strong leadership, communication, and organizational skills with the ability to manage multiple priorities.

Responsibilities

• Drive sales growth, control shrink, and manage all key operating expenses across assigned locations.
• Monitor financial reporting and ensure accuracy, accountability, and profitability.
• Recruit, develop, and retain high-performing Store Managers and teams.
• Provide leadership coaching and ongoing performance feedback to Store Managers.
• Determine corrective actions for underperforming stores and build plans to minimize losses.
• Influence commercial and operational decisions through insights, trends, and executional feedback.
• Ensure compliance with company policies, operational standards, and financial controls.
• Maintain strong partnerships with airport/resort property management to support smooth operations.
• Ensure teams deliver high product expertise and uphold food safety, waste control, and service excellence.
• Ensure stores are visually compelling, fully stocked, and deliver an elevated customer experience.
• Communicate effectively with senior leadership regarding performance, challenges, and opportunities.

Skills

Multi-unit leadership

Retail management

Food & beverage operations

Budget and expense oversight

Team leadership

KPI analysis

Communication with senior leadership

Job description

The Multi-Unit Manager oversees multiple airport and resort retail locations, including food and beverage operations, ensuring strict adherence to elevated food safety, sanitation, waste control, and regulatory standards. This role drives operational excellence and sales performance across all stores, provides leadership to store teams, maintains consistent brand standards, and partners with cross-functional teams to achieve strong financial results while delivering an exceptional guest experience.

Key Impact

• Consumers: Experience seamless service, strong product availability, and consistent brand engagement across all locations.
• Store Teams: Empowered, coached, and developed to deliver high-quality, consistent execution

Job Responsibilities

• Drive sales growth, control shrink, and manage all key operating expenses across assigned locations.
• Monitor financial reporting and ensure accuracy, accountability, and profitability.
• Recruit, develop, and retain high-performing Store Managers and teams.
• Provide leadership coaching and ongoing performance feedback to Store Managers.
• Determine corrective actions for underperforming stores and build plans to minimize losses.
• Influence commercial and operational decisions through insights, trends, and executional feedback.
• Ensure compliance with company policies, operational standards, and financial controls.
• Maintain strong partnerships with airport/resort property management to support smooth operations.
• Ensure teams deliver high product expertise and uphold food safety, waste control, and service excellence.
• Ensure stores are visually compelling, fully stocked, and deliver an elevated customer experience.
• Communicate effectively with senior leadership regarding performance, challenges, and opportunities.

Education and Experience:

• 2+ years of multi-unit leadership experience in retail, airport, or resort environments.
• Experience managing high-volume locations with fluctuating traffic and extended hours.
• Strong understanding of retail KPIs, labor management, inventory control, and expense oversight.
• Ability to operate within regulated environments and partner effectively with property management.
• Financially savvy with the ability to analyze performance and drive profitability.
• Strong leadership, communication, and organizational skills with the ability to manage multiple priorities.