Job Description

Job Summary

The Concession and Retail Operations Supervisor oversee a team of Concession and Retail Specialist, leads the daily operations of the assigned categories & ensures the sales and revenue targets are achieved. This includes validating or approving product pricing, layouts, availability, and display options per shop per category. Overseas & ensures daily liaison with all concessionaires operating inside and outside the terminals as well improves the responsiveness to third parties and ultimately enhances the quality of service delivered by commercial third parties to final customers.

Job Responsibilities 1

Sales & Revenue Performance

• Lead and implement all initiatives designed to support sales growth and revenue generation across concession and retail units.
• Drive results-oriented commercial environment among concessionaires by promoting new sales techniques, add-on selling, upselling, cross-selling, upgrades, and retention strategies.
• Monitor and evaluate monthly sales performance against targets and take corrective action where gaps are identified.
• Track Average Transaction Value’s (ATV), footfall conversion rates, KPI’s (Key Performance Indicators) and traffic trends to identify opportunities for improvement.
• Execute and follow up on tactical action plans in coordination with individual shops and business units.

Operations & Compliance

• Ensure all concession and retail units operate in full compliance with DAM's Commercial Operational Guidelines (COG) and company policies.
• Monitor goods availability, product quality, and delivery processes across all units through regular on-site checks.
• Ensure planogram compliance and that product visibility standards are implemented and maintained across all retail areas.
• Monitor pricing across units and process any required pricing change approvals through the appropriate channels and strategies.
• Identify operational issues and suggest practical improvements to enhance efficiency and customer experience.
• Ensure health, safety, quality, and customer service standards are consistently met across all units.

SOPs & Standards

• Assist in the development, review, and updating of Standard Operating Procedures (SOPs), checklists, and work instructions per concession category.
• Ensure all Concession Liaison Officers and concessionaires understand and adhere to team objectives, performance standards, and operational policies.

Team Leadership & Development

• Provide day-to-day leadership, direction, and mentoring to the Concession & Retail Specialist and concessioners.
• Set clear performance expectations and deliver regular feedback, coaching, and development plans to team members.
• Supervise the daily tasks of the concession team, ensuring accountability and continuous performance improvement.

Concessionaire Relations

• Act as the primary operational focal point for all concessionaires, handling daily requests, issues, and escalations in a timely and professional manner.
• Maintain strong working relationships with concessionaire representatives to ensure alignment with DAM's commercial objectives and service standards.
• Coordinate with the Business Development and Property teams on any concessionaire changes, new openings, or operational transitions.

Other

• Perform any additional tasks within the scope of the Concession & Retail function as assigned by the direct manager.

Job Responsibilities 2

Additional Responsibilities 3

Job Knowledge & Skills

• High level of planning, follow up and research for all business-related requirements.
• Good understanding of airport commercial business and concession models
• Retail, Food and Beverage experience and knowledge
• Strong communication skills

Job Experience

Minimum 5-7 years in business development, commercial strategy in multi-asset environment, preferably in aviation field

Competencies

Agility

AI Fluency

Build High-Performing Teams

Build Process and Systems

Commercial Space Allocation L3

Contract Management and Compliance L3

Customer Engagement and Service Excellence L3

Drive Cost Optimization

Leadership_321977503

Provide Direction

Quality_321977507

Resilience

Retail and Concession Operations L3

Revenue and Performance Monitoring L3

Speed of Execution

Education

Bachelor's Degree in Business Administration or any related field