JOB PURPOSE

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 airport's 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 recent 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

📌 Associate Manager - Commercial Non Aero (Delhi)
🏢 GMR Group
📍 Delhi