Associate Manager - Commercial Non Aero -

Job description

Job Purpose AM – Retail is responsible for overseeing and optimizing the all retail business at the airport. The retail team plays a pivotal role in ensuring the seamless integration of retail services with the airport’s commercial objectives, driving revenue growth, operational excellence, and strategic brand partnerships. By delivering a world class retail experience, this role enhances passenger satisfaction and strengthens the airport's positioning as a premium travel hub. **ORGANISATION CHART** Head - Retail C Non Aero Associate Manager - Retail C Non Aero Key Accountabilities **KEY ACCOUNTABILITIES - Additional Details** Retail Strategy & and Revenue Growth • Improve Sales through enhancement of Penetration across all formats of retail outlets • Develop strategy for sustainable revenue growth across formats • Work on improving space productivity across all categories • Understand passenger insights vide consumer research and develop strategic initiatives to cater to evolving consumer preferences. Category Management and Partner Engagement • Undertake extensive analytics to derive insights that can be used to improve KPIs (SPP, Penetration, ATV) thereby enhance revenue generation. • Enhancing sales per passenger and leveraging data-driven demand forecasting / day part analysis. Operational Excellence • Effective on-floor monitoring of retail operations to enhance passenger experience and revenue uplift • Drive operational efficiency by improving turnaround times, streamlining supply chain processes • Enforce governance mechanisms to prevent revenue leakages, ensure billing accuracy, and uphold compliance with concession agreements. • Implement service excellence frameworks / quality audits across Retail Outlets. • Leverage analytics to optimize service offerings, menu engineering, and peak-hour efficiency. Regulatory and Contractual Compliance • Monitor regulatory developments and implement necessary updates to policies, procedures, and SOPs impacting retail. • Monitor adherence to all concession agreements, custodianship requirements, and regulatory mandates governing duty-free operations. • DSO within timelines AOP Development and Management • Formulate AOPs with targeted revenue and align Concessionaire | Revenue growth must result in sustainable long term value creation for the airport • Monitor financial performance and implement actions to meet revenue and profitability goals. Key Performance Indicators (KPIs) • Spends per Passenger (SPP) • ATV • Penetration % • No. of new brands / first of its kind concepts launched • Cadence of Consumer Research • Weekly Analytics | Insights Shared with Business Partners and Intervention • ASQ | Skytrax Rating for the Airport • Adherence to Zero Tolerance Initiatives - ERM | OMDA | Internal Audit • Revenue Growth vs. AOP Targets • DSO within Defined No. of Days • Customer Satisfaction Scores (CSAT) • Passenger Complaint Resolution (within defined timeframe) **EXTERNAL INTERACTIONS** • Concessionaire CEO’s • CXO’s • GM- Operations / Business Head • Brands • CXO’s • Regulatory Agency – MoCA, AAI, Immigration, Customs • Security agency/CISF/BCAS **INTERNAL INTERACTIONS** • Terminal Operations • Legal • P&E (Project & Engineering), Finishes Team • I.T • Security • Marketing **FINANCIAL DIMENSIONS** • Income Target (Rs. Cr.) for the FY • Spends per Passenger (SPP) | Penetration % • Income Per Passenger (IPP) • Income per Sqm (IPSM) Other Dimensions • Mystery Audit | Quality Audits • Below Line Improvement Plan (BLIP) • Daily Sales Outstanding (DSO) Education Qualifications MBA in any stream Relevant Experience Minimum 5 years relevant experience in Retail Operations/Merchandising/Business Development **COMPETENCIES** • Analysis and Planning (Practitioner) • Concession Management (Practitioner) • Concessionaire/Partner Management (Practitioner) • Marketing Strategy (For Hyderabad) (Proficient) • Business Development (Practitioner) • Customer Experience (Practitioner) • Revenue Maximization (Practitioner) • Customer Insights (Practitioner) • Social Awareness • Entrepreneurship • Personal Effectiveness • Problem Solving & Analytical Thinking • Planning & Decision Making • Capability Building • Strategic Orientation • Stakeholder Focus • Networking • Execution & Results • Teamwork & Interpersonal influence