Retail Department Manager

Reporting to the Airport Retail Manager, the role holder will be part of a leadership team responsible for effectively managing and supporting the operation across a department on a shift basis, ensuring all activity is aligned towards achieving sales and operational objectives. The role holder is responsible for maximizing sales and productivity by implementing the category strategy from Central Support teams and ensuring retail sale professionals deliver a great customer experience. The role requires the successful candidate to drive a customer‑centric culture and has a permanent shift‑based nature.

Dynamic Leader

• Champion ARI Selling Skills (Essential and Advanced) by coaching retail team members continuously
• Ensure Product Knowledge training is ongoing and staff are engaging with the Knowledge Hub (internal training system)
• Work within a team which is accountable for driving performance within their respective department on a shift basis
• Ensure each team member has a clear understanding of their objectives, both in terms of sales and customer service, on a shift basis and via the formal Performance Management process
• Be a motivating presence on the floor, driving engagement and communication with all staff through structured initiatives
• Embed a continuous improvement ethos and drive change
• Act as key support and escalation point for staff as necessary with relevant stakeholders and escalated to Airport Retail Manager where appropriate
• Communicate departmental priorities and updates on progress versus targets throughout the shift via real‑time data from Airport Retail Manager
• Delegate all departmental operational tasks through staff members as appropriate to ensure effective execution
• Monitor and manage absence as per policy

Results Driven

• Achieve sales versus budget and versus last year within the department by focusing on PAS (Passenger Average Spend) as a key metric through shift excellence
• Ensure highest shop floor standards are maintained at all times within the department
• Complete department floor walks using 5S audit and visual merchandising guidelines as tools to achieve best practice
• Work within a team to execute Marketing and Buying strategies within the department (e.g. HPP, new product launches)
• Protect profit of the business by actively managing stock loss results (S/L target under 1% COGS)
• Instill exceptional customer service using Mystery Shopping results as a key lever to coach/motivate or recognise as appropriate
• Ensure delivery of compliance with all regulatory and security policies and procedures such as cash, ICAO, cycle counts, staff searches

Profits

• Maximise sales to meet and exceed budgets on a weekly, monthly and annual basis at department level
• Maximise profit by ensuring On‑Shelf Availability is no less than 97% at department level, measured against relevant resolution codes
• Identify and communicate commercial opportunities where possible via key stakeholders

Customer Led

• Embed a ‘customer before task’ ethos by motivating and coaching staff using ARI Selling Skills
• Ensure completion of Customer Satisfaction surveys by team members
• Ensure supervisory and staffing levels are correct to meet the demands of the business via completion of the Deployment Planner or its equivalent through the administrative process

Trusted Partner

• Work closely with all other Retail Managers to ensure high performance across the entire operation
• Build positive relationships across Dublin Airport business (Asset Management, Security, Operations, etc.)
• Build, maintain and develop working relationships with Central Support functions (e.g. Buying and Order Desk) to ensure effective operations within the department

Invests in People

• Assist in recruiting a high‑calibre team of members who are retained and motivated via coaching to be sales‑focused and have a passion for travel retail brands
• Set and review key objectives for team members aligned with ARI strategy
• Actively manage the performance of team members through regular reviews and the performance log/PDR process
• Encourage professional development and mobility within the team member group to support global succession planning
• Exemplify ARI Values
• Encourage a positive employee relations environment by addressing issues quickly where possible and escalating as appropriate

Qualifications

• Minimum three years of retail experience and preferably managerial experience
• Track record in leading and motivating a team in a fast‑moving retail/commercial environment
• Track record in delivering on sales targets
• Excellent understanding of retail standards
• Strong interpersonal skills with the ability to build and maintain close working relationships with internal and external stakeholders
• Commitment to ARI Values & ARI Leadership Standard
• Flexibility to work varying shifts, including nights and weekends (shift times can vary between 4 am and midnight)

daa is an equal opportunities employer committed to celebrating diversity & inclusion and recognising the value that difference can bring, both for our business and for our people. We encourage applications from candidates with diverse backgrounds, perspectives, and experience. We ensure our recruitment process is accessible to all and offer reasonable accommodations to applicants at all stages of the selection process.

Any offer of employment will be conditional on the successful candidate demonstrating and maintaining eligibility to work in Ireland. It is a condition of your employment with daa to achieve and maintain the necessary training and security standards required for your position at all times.

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