Multi Unit Manager

WHSmith North America; Town of Poland (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

WHSmith North America is seeking a Multi-Unit Manager to lead sales performance, operations, people development, and customer experience across multiple stores in airport or resort settings. You will oversee Operations Delivery Managers and store teams, driving company priorities and measurable results with disciplined execution.

You will coach leaders, analyze performance data, and implement action plans to improve inventory, shrink, and service metrics.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• Drive execution of sales, merchandising, service, and operational priorities.

Skills

Retail leadership

Coaching teams

Data analysis

Cross-functional collaboration

Budget management

Customer experience

Tools

Microsoft Office

BI dashboards

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.