Multi Unit Manager

WHSmith North America; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

WHSmith North America seeks a Multi-Unit Manager to lead sales performance, operational excellence, and people development across airport and resort store networks. You will oversee Operations Delivery Managers and store teams, driving execution of priorities and delivering measurable results in our fast-paced travel retail environment.

The role emphasizes coaching leaders, strengthening inventory controls, compliance, and customer experience, with data-driven decisions and cross-functional

Qualifications

• 3+ years of leadership in retail, hospitality, airport, or resort settings.
• Proven ability to coach teams and drive accountability in a fast-paced environment.
• Strong understanding of store operations, inventory control, and compliance.
• Experience with merchandising, customer engagement, and operational execution.
• Excellent communication, organization, and cross-functional collaboration skills.
• Proficiency in Microsoft Office and standard business analytics tools.

Responsibilities

• Lead Operations Delivery Managers and store teams to execute company priorities.
• Coach, develop, and assess store leaders across multiple locations.
• Analyze sales, labor, inventory, shrink, audit, and compliance data to identify risks and opportunities.
• Drive action plans to improve performance and consistency across stores.
• Support promotions, product launches, and new initiatives with strong operational discipline.
• Monitor adoption of initiatives and provide coaching to improve results.

Skills

Leadership

Coaching & development

Operations management

Data analysis

Cross-functional collaboration

Inventory control

Tools

Microsoft Office

Reporting tools

Analytics platforms

Job description

The Multi-Unit Manager leads sales performance, operational excellence, people development, and customer experience across multiple stores within an assigned airport or resort property. Responsible for leading Operations Delivery Managers and store teams, this role drives execution of company priorities, strengthens leadership capability, and delivers measurable business results through strong operational discipline, commercial leadership, and consistent execution in a fast-paced retail environment.

Key Impact

• Customers: Consistent service, product availability, and store execution.
• Store Teams: Coaching, accountability, and development that improve performance.

Core Responsibilities

People Development & Coaching

• Coach store leaders and teams on operations, sales, inventory, and compliance.
• Identify skill gaps and provide targeted coaching and training.
• Support onboarding, leadership development, and succession planning.
• Partner with the Multi-Unit Manager to strengthen team performance.

Operational Excellence & Business Performance

• Analyze sales, labor, inventory, shrink, audit, and compliance results to identify risks and opportunities.
• Drive action plans that improve operational performance and consistency.
• Strengthen store standards, inventory controls, merchandising, and operating procedures.
• Provide performance insights and recommendations to leadership.

Risk, Compliance & Controls

• Support compliance, audits, loss prevention, health and safety, and operational controls.
• Identify and resolve operational risks through cross-functional partnerships.
• Support investigations, corrective actions, and continuous process improvement.
• Drive execution of sales, merchandising, service, and operational priorities.
• Support promotions, product launches, new initiatives, and operational changes.
• Monitor adoption, provide coaching, and share insights to improve results.

Leadership Expectations & Success Measures

• Lead through coaching, accountability, collaboration, and operational discipline.
• Demonstrate expertise in retail operations, talent development, compliance, inventory control, and customer experience.
• Drive measurable improvements in sales, shrink, inventory accuracy, audit performance, labor productivity, and team capability.

Qualifications & Experience

• 3+ years of retail, hospitality, airport, resort, or customer-facing leadership experience.
• Proven ability to coach teams, influence leaders, and drive accountability in a fast-paced environment.
• Strong understanding of retail operations, sales performance, labor management, inventory control, shrink, compliance, and expense management.
• Ability to analyze data, identify opportunities, and implement action plans that improve results.
• Experience with merchandising, customer engagement, training, and operational execution.
• Strong communication, organization, and cross-functional partnership skills.
• Proficient in Microsoft Office, reporting tools, and business analytics platforms.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Must meet all applicable background screening, badging, security clearance, and certification requirements.

About Us

WHSmith is a leading global travel retailer with over 1,700 stores across 30 countries worldwide. WHSmith North America, incorporating Marshall Retail Group (MRG) and InMotion, represents over half of the Company’s international store estate, with a collection of attractive, successful specialty retail stores located in airports and resorts across North America.

EEO/ADA/DFWP

WHSmith North America is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sexual orientation, national origin/ancestry, age, gender identity, gender expression, military/veteran status, marital status, disability status or any other basis prohibited by law.