Heathrow Operations Manager

The Airport Operations Manager is responsible for the leadership, performance, and profitability of all Lagardère outlets across Heathrow Airport, encompassing all current business channels including Travel Essentials and Specialist Retail.

The role holds full accountability for the local P&L and delivery of business objectives across all operational locations, ensuring strong financial performance, excellent customer experience, regulatory compliance, and effective people leadership. As the senior operational representative within the airport, the Airport Operations Manager will build key stakeholder relationships, drive sustainable growth, maximise profitability, and ensure the consistent execution of company and brand standards across a diverse portfolio of business units.

• Provide strategic and operational leadership across multiple outlets, brands, and terminals
• Lead and develop Store Managers and site leadership teams to deliver business objectives
• Drive a culture of accountability, engagement, continuous improvement, and high performance
• Ensure effective collaboration between operational teams, support functions, airport stakeholders, franchise partners, and Lagardère colleagues in the UK and overseas
• Lead business continuity, contingency planning, and operational resilience activities
• Oversee the consistent delivery of customer service, operational standards, and commercial performance

• Hold full profit and loss accountability across all Heathrow airport operations
• Deliver revenue, EBITDA, profit, labour, and cost targets across all business lines
• Identify opportunities to increase sales, profitability, and market share
• Review and analyse commercial performance, implementing action plans to address risks and capitalise on opportunities
• Lead budgeting, forecasting, and business planning processes
• Ensure robust cost control measures are implemented across labour, purchasing, waste, and operating expenditure
• Drive delivery of all key commercial initiatives, promotions, and marketing campaigns

• Oversee a diverse portfolio of retail, food service, franchise, and proprietary brands
• Ensure each brand executes its proposition to the highest standard while maintaining operational consistency
• Support new brand launches, refurbishments, acquisitions, and business development opportunities
• Build productive relationships with franchise partners and key stakeholders
• Ensure brand standards, contractual obligations, and commercial agreements are consistently achieved

• Lead, inspire, and develop a large multi-site management team
• Build succession plans and talent pipelines across the airport operation
• Drive employee engagement, retention, and career development initiatives
• Conduct performance reviews and ensure accountability for individual and team objectives
• Promote a culture of inclusion, wellbeing, and operational excellence
• Ensure all teams receive appropriate training and development

• Ensure full compliance with company policies, aviation security requirements, food safety standards, licensing legislation, and health & safety regulations
• Maintain readiness for internal, external, brand, and regulatory audits
• Ensure all operational risks are appropriately managed and mitigated
• Lead investigations and corrective action plans where required
• Maintain strong relationships with airport authorities and regulatory bodies

• Act as the senior operational representative for the business within Heathrow Airport
• Build and maintain effective relationships with airport management, regulatory bodies, suppliers, franchise partners, and internal stakeholders.
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