Terminal Manager

PositionPurpose:

The Terminal / Store Manager provides senior operational leadership across a defined terminal, concourse, or geographic zone, ensuring all stores consistently achieve financial targets, operational excellence, brand standards, and exceptional customer service. Acting as a strategic partner to the Operations General Manager, this role drives performance by holding Operation Managers and Shift Supervisors accountable for results while fostering a high-performance, customer-focused culture aligned with the company’s short and long-term objectives.

Key Accountabilities & Essential Functions

Operational Leadership & Compliance

- Oversee day-to-day operations across all assigned stores, ensuring full compliance with company SOPs, brand standards, airport authority requirements, and all state and federal employment, safety, and consumer protection laws.

- Conduct regular operational reviews to assess cleanliness, staffing readiness, visual standards, inventory accuracy, and overall store execution; develop and implement corrective action plans as needed.

- Ensure all company policies are clearly communicated, consistently enforced, and properly executed by store teams; confirm store leadership is trained and accountable for policy application.

Financial Performance & Sales Management

- Accountable for achieving sales, stock, and profitability targets across all assigned units.

- Ensure daily sales are tracked by Operation Managers and Sales Associates; identify terminal or store-level issues impacting sales and take immediate corrective action.

- Review weekly and monthly sales performance by store, category, and brand versus prior periods and budget; analyze trends, risks, and opportunities.

- Collaborate with the Operations Senior General Manager and Operations Controller on financial performance, forecasting, and strategic initiatives.

Inventory, Replenishment & Shrink Control

- Oversee inventory management processes including daily ordering, replenishment, stock levels, receiving, and vendor coordination.

- Review and approve cycle counting and full inventory plans; ensure staff readiness and area preparation for accurate counts.

- Partner with Stock Managers and Operations Product Managers to identify and resolve replenishment issues, minimize out-of-stock situations, prevent expired inventory, and reduce shrink.

- Ensure planogram execution, merchandise presentation standards, and category management strategies are consistently implemented.

People Leadership & Talent Development

- Lead, coach, and develop multi-unit management teams; assess skill levels and deliver on-the-job training to ensure operational and brand excellence.

- In partnership with Human Resources and Talent Acquisition, recruit, hire, develop, and retain high-performing employees who are passionate about the brand and customer experience.

- Conduct performance appraisals and evaluations for Managers and Supervisors in accordance with company procedures.

- Maintain employee morale and engagement by recognizing outstanding performance, addressing performance gaps, and fostering a positive and inclusive work environment.

- Review timekeeping, overtime usage, and scheduling practices to ensure compliance with labor regulations, union agreements (where applicable), and budget guidelines.

Communication, Collaboration & Stakeholder Management

- Organize and lead weekly meetings with Operations Managers and Shift Supervisors, covering sales performance, promotions, brand initiatives, HR topics, inventory, and operational priorities.

- Prepare structured agendas and ensure clear action plans and follow-ups.

- Review monthly store performance with the Operations Senior General Manager and other key stakeholders.

- Maintain strong working relationships with internal partners including HR, Marketing, Operations Product Management, Stock Management, and Senior Leadership.

Marketing, Brand & Customer Experience

- Coordinate with Marketing to implement POS materials, promotions, and seasonal campaigns in line with corporate initiatives.

- Promote brands within all stores, ensuring a consistent, high-quality customer experience.

- Compile, analyze, and address customer complaints and feedback; take corrective action or escalate issues to appropriate departments as required.

- Develop and implement creative strategies to drive revenue growth and enhance customer engagement.

Systems, Technology & Maintenance

- Ensure management and staff proficiency in POS, inventory management, scheduling, and reporting systems.

- Support the adoption of new retail technologies and ensure all equipment is properly maintained through routine service and timely repairs.

- Oversee planned maintenance and ensure stores consistently meet standards for cleanliness, safety, and operational readiness.

Minimum Qualifications, Knowledge & Skills

Education & Experience

- Combination of education and professional experience exceeding 8 years:

- Leadership Experience: Minimum 3 years managing multi-unit retail operations with direct P&L responsibility.

- Retail Operations Experience: Minimum 8 years in retail operations, merchandising, and customer service leadership.

- Bachelor’s degree in Business Administration, Retail Management, Marketing, or related field may substitute for up to 3 years of experience.

- Duty-free or travel retail experience preferred; strong knowledge of group procedures and airport retail environments highly desirable.

Core Competencies

- Proven ability to manage full P&L responsibility across multiple retail units.

- Strong analytical skills with the ability to interpret KPIs including sales performance, inventory turnover, shrink, and customer metrics.

- Demonstrated leadership capability to build, motivate, and retain high-performing teams.

- Expertise in inventory management, visual merchandising, planogram execution, and category management.

- Proficiency with retail technology platforms (POS, inventory, scheduling, reporting).

- Strong problem-solving, decision-making, and organizational skills.

- Business acumen with a long-term, strategic retail operations mindset.

- Ability to balance brand standards, landlord relationships, employee needs, and customer expectations.

Work Environment & Schedule

- Requires a flexible, rotating schedule, including opening, peak, and closing shifts to ensure leadership coverage across all operating hours.

- Frequent on-site presence across assigned terminals, concourses, or zones.

What We Will Offer You:

- Competitive Salary of: $102,089- $127,611 annually

- Daily Pay- Get your money as you earn it

- 20% Hudson, HMSHost & Dufry Employee Discount

- Paid Time Off

- Personal and Parental Leave Programs

- Medical, Dental & Vision Insurance

- Company Paid Life Insurance

- Employee Recognition Programs

- Advancement and Growth Opportunities

- On-going Training & Development

Avolta, including Dufry, HMSHost Corporation, Hudson, and affiliates (“the Company”), is an equal opportunity employer. It is the Company’s policy to ensure equal employment opportunity in all aspects of employment and to comply with anti-discrimination laws and regulations. The Company prohibits discrimination and harassment of any type and provides equal opportunities to applicants and team members without regard to actual or perceived race, color, creed, age, religion, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, national origin, disability, military service and veteran status, ancestry, citizenship status, marital status, protected medical condition as defined by applicable state or local law, genetic information, or any other basis protected by applicable federal, state or local laws and ordinances (referred to as “protected characteristics”)

All offers are contingent upon successful completion and passing of background checks and/or employment verification results.