Associate Manager - Commercial Non Aero

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 airports 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

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