General Manager

Carter Murray; New York (NY); On-site; USD 150,000 - 175,000; Full time

Job summary

Carter Murray is seeking an experienced General Manager for a flagship travel retail operation at JFK Terminal 4. This on-site role leads a multi-site, 24/7 operation serving domestic and international travellers.

You will direct a 150-strong team, drive commercial performance, stakeholder engagement and customer experience while ensuring compliance in a fast-paced, highly regulated airport setting. The successful candidate will be highly visible, build strong relationships with partners and

Qualifications

• 10+ years' experience leading large-scale consumer-facing retail operations.
• Experience managing teams of 100+ employees in high-volume environments.
• Proven ability to lead across matrix organisations and stakeholder groups.

Responsibilities

• Lead day-to-day operation across multiple retail locations within Terminal 4.
• Drive a culture of accountability, customer focus and operational excellence.
• Ensure consistent execution of retail, merchandising and customer service standards across all stores.
• Conduct regular operational reviews, store walks and performance assessments.
• Implement and maintain world-class retail standards across the business.
• Champion continuous improvement initiatives across all areas of the operation.

Job description

Salary: $150,000-$175,000 base + up to 15% bonus

Location: JFK Airport, Terminal 4, New York

The Opportunity

Our client is a leading international travel retail business operating a large-scale duty-free and specialty retail operation within JFK Terminal 4.

This is a unique opportunity for an experienced General Manager to lead a highly visible, complex operation serving both domestic and international travellers. The business operates multiple retail locations across the terminal, covering categories including luxury goods, beauty, fragrance, confectionery, gifting, tobacco and accessories.

Reporting to a Board of Directors representing two partner organisations, the General Manager will have overall responsibility for commercial performance, operations, stakeholder management, customer experience and people leadership across a workforce of approximately 150 employees.

This is not a traditional retail leadership role. Success requires an individual who can navigate a complex airport environment, influence senior stakeholders, build strong relationships across multiple partner organizations and drive operational excellence within a fast-paced, highly regulated setting.

Key Responsibilities

Leadership & Operations

• Lead the day-to-day operation across multiple retail locations within Terminal 4.
• Drive a culture of accountability, customer focus and operational excellence.
• Ensure consistent execution of retail, merchandising and customer service standards across all stores.
• Conduct regular operational reviews, store walks and performance assessments.
• Implement and maintain world-class retail standards across the business.
• Champion continuous improvement initiatives across all areas of the operation.

Commercial Performance

• Drive sales growth and overall commercial performance.
• Monitor and analyse business performance, identifying opportunities to improve revenue and profitability.
• Establish and track key performance indicators across the operation.
• Optimise inventory management, merchandising execution and retail presentation standards.
• Ensure pricing and promotional standards are consistently executed.
• Lead, develop and inspire a workforce of approximately 150 employees.
• Directly manage a leadership team including Assistant General Managers and other operational leaders.
• Build leadership capability across the organisation through coaching, mentoring and succession planning.
• Partner closely with HR on recruitment, onboarding, talent development and performance management.

Stakeholder Management

• Develop and maintain strong relationships with airport stakeholders, terminal management, customs authorities, airline partners and other key partners.
• Act as the primary representative of the business within Terminal 4.
• Manage relationships across a complex partnership structure and Board environment.
• Present confidently and professionally to senior leadership, partners and external stakeholders.
• Identify opportunities to strengthen commercial partnerships and enhance the customer experience.
• Translate strategic objectives into operational plans.
• Drive innovation and best practice across retail operations.
• Use customer insights and operational data to inform decision-making.
• Identify risks, opportunities and improvement initiatives to support long-term growth.

What We're Looking For

• 10+ years' experience leading large-scale consumer-facing retail operations.
• Experience managing teams of 100+ employees.
• Strong stakeholder management experience within a complex operational environment.
• Proven commercial and financial leadership capability.
• Experience operating within matrix organisations and multi-stakeholder settings.
• Background in travel retail, airport retail or other high-volume multi-site retail environments strongly preferred.
• Exceptional communication and influencing skills.
• Strong operational discipline and attention to detail.
• A hands-on leadership style with the ability to be visible and engaged within the operation.

This is an on-site leadership role based at JFK Terminal 4.

The operation runs 24/7 and requires a highly visible leader who can maintain a strong presence within the business. Whilst the role is not expected to work around the clock, the successful candidate must be comfortable operating within a round-the-clock environment and being present when the needs of the business require it.

The successful candidate will be professional and comfortable engaging with senior stakeholders, partner organisations and airport authorities in a highly visible leadership capacity.