Purpose: The Senior Director of Retail Operations at Philadelphia International Airport, I drives commercial success across large-scale retail operations with $30-60M in revenue through strategic leadership, operational excellence, and team engagement. This role takes full ownership of sales growth and profitability while ensuring superior customer service and maintaining key relationships with landlords, unions, DBE/Joint Venture partners, and brand representatives.
Essential Functions: - Partners with SVP/VP of Retail Operations to establish fiscal revenue, expense, profit goals, and inventory targets for store portfolio; analyzes KPIs and identifies factors affecting daily sales performance to implement corrective actions and achieve targets
- Develops comprehensive action plans based on operational analysis and reviews sales performance by store, category, and brand against targets and budget with full P&L accountability; leads weekly and monthly operations meetings to communicate strategies covering sales, promotions, categories, brands, and HR initiatives
- Oversees Standard Operating Procedures (SOPs) implementation across all airport retail operations by directing comprehensive operational audits, ensuring management and staff execute opening/closing procedures with full accountability for operational standards, and collaborating with ACDBE partners on reporting and certification processes; ensures senior management teams maintain rigorous adherence to operational excellence while evaluating SOP effectiveness and recommending policy enhancements to corporate leadership based on operational data and market insights
- Develops and maintains strategic relationships with landlords, brand partners, and DBE stakeholders to ensure operational alignment; coordinates planned maintenance projects and addresses repair items to maintain superior facility standards and customer experience
- Makes strategic hiring, termination, advancement, and promotion decisions for key positions while promoting company brands as employer of choice; conducts performance evaluations and goal assessments while ensuring staff alignment with customer flow patterns
- Champions employee engagement behaviors and company values through comprehensive recognition and motivation programs; provides coaching and support to achieve business objectives while ensuring diversity and inclusion execution across all operations
- Coordinates with Supply Chain, Commercial, and Marketing teams to optimize store assortments and comprehensive marketing support; ensures optimal inventory levels and develops associate training programs on ordering procedures and supply chain protocols
- Manages receiving processes, vendor communications, and supply chain issue resolution to maintain operational efficiency; ensures leadership proficiency in management systems (MIV, Crunch Time, Kronos) and monitors equipment functionality with scheduled maintenance
- Maintains expertise in brand standards, CBAs, lease agreements, and stakeholder relations protocols; implements and oversees planogram execution, visual merchandising standards, and product placement strategies to maximize revenue potential
- Develops and implements creative revenue enhancement strategies with measurable impact; resolves complex customer and associate issues using sound judgment while driving technology adoption and inspiring teams to embrace new implementations
- Reviews financial and operational data to monitor district progress and deploy resources effectively; collaborates regularly with SVP/VP on strategic issues and communicates leadership vision to teams while partnering with Operations Controller on financial decisions
- Monitors market trends, competitive landscape, and consumer behavior to inform strategic operational decisions; utilizes subordinate leaders' strengths and provides strategic feedback aligned with development and business goals while ensuring compliance with category management principles
Reporting Relationship & Role Information: - The Senior Director of Retail Operations I reports to the Senior Vice President/Vice President of Retail Operations within the assigned region
- This position is expected to work a varied and rotating schedule to be on site on various operating days and hours each week; some opening shifts, during some busy day parts, and during some closing shifts to monitor associates' work activities during these different days and times
Minimum Qualifications, Knowledge, Skills, and Work Environment: - Education and Experience: The combination of education and professional experience must exceed 10 years:
- In a leadership role: Requires 5 years of experience supervising a team of operations professionals engaged in executing retail operations programs
- In a technical role: Requires 10 years of experience engaged in developing and delivering retail operations programs
- A bachelor's degree in a program related to the functional area can count for 2 of the 10-year requirement
- Specialized Skillset/Competencies/Traits:
- Knowledge of retail or consumer goods industry with understanding of travel retail concepts and multi-brand environments
- Strong financial acumen with solid understanding of growth and profitability drivers; ability to navigate P&L statements, analyze key financial metrics, and drive KPI results through behavioral management rather than metric management alone
- Demonstrated expertise in retail product and service quality standards with proven ability to teach, coach, and ensure compliance across multiple brand standards within store operations
- Excellent interpersonal skills with ability to engage effectively with diverse stakeholders including customers, team members, union representatives, brand partners, and hourly associates in a professional and inclusive manner
- Strong organizational and critical thinking abilities with proven track record of managing multiple concurrent priorities and implementing solutions to complex operational challenges
- Exceptional communication skills with ability to understand, interpret, and effectively communicate complex instructions, policies, and brand standards to teams at all levels
- Business acumen and also has the mindset required to understand the long-term implications of retail operations planning and to advance the organization's goals
- Demonstrated history of understanding the needs of the business, stakeholders, the employee population and individual circumstances
- Demonstrated history of creating and maintaining positive work environments through coaching, developing, and leading teams to achieve common goals
