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INTRODUCTION

The Multi-Unit Manager oversees multiple airport and resort retail locations, including food and beverage operations, ensuring strict adherence to elevated food safety, sanitation, waste control, and regulatory standards. This role drives operational excellence and sales performance across all stores, provides leadership to store teams, maintains consistent brand standards, and partners with cross-functional teams to achieve strong financial results while delivering an exceptional guest experience.

Key Impact

• Consumers: Experience seamless service, strong product availability, and consistent brand engagement across all locations.
• Store Teams: Empowered, coached, and developed to deliver high-quality, consistent execution.

Key Responsibilities:

• Operational Leadership & Property Accountability

• Lead sales growth, customer experience, operational execution, shrink reduction, labor productivity, and expense control across all assigned stores within one property.

• Translate company sales and operational priorities into clear expectations, routines, and action plans for Store Managers and frontline teams.
• Analyze store performance, identify root causes, and implement practical plans that improve profitability, compliance, service, and execution consistency.

• Maintain strong partnerships with airport, resort, landlord, vendor, and cross-functional business partners to support smooth property operations.

• People Development & Leadership Capability

• Recruit, coach, develop, engage, and retain high-performing Store Managers and store teams.

• Set clear performance expectations, provide regular feedback, and support corrective action when performance or behavior does not meet standards.
• Build leadership capability through in-store coaching, performance routines, onboarding support, succession planning, and talent development.

• Create an accountable, inclusive, customer-focused culture aligned with company values and operational expectations.

• Operational Excellence & Business Performance

• Deliver sales, labor, shrink, cost, inventory, customer experience, food safety, health and safety, and compliance targets across assigned stores.

• Use sales trends, operational reporting, audit results, labor metrics, shrink reporting, and scorecards to identify risks, priorities, and improvement opportunities.
• Ensure consistent execution of company standards, including merchandising, replenishment, receiving, inventory control, cash handling, waste control, and standard operating procedures.

• Stabilize underperforming or high-risk stores through targeted coaching, corrective action planning, follow-up routines, and measurable performance improvement plans.

• Risk, Compliance & Operational Controls

• Ensure assigned stores comply with company policies, operational standards, financial controls, airport or resort requirements, food safety, health and safety, and regulatory expectations.

• Partner with Profit Protection, Risk Management, People, Facilities, and Operations teams to resolve issues and strengthen operational controls.
• Support audits, operational assessments, investigations, corrective action planning, and issue resolution as required.

• Responsible for carrying and securely managing keys for store and storage areas, following all company key-control procedures, and immediately reporting lost or missing keys.

• Sales Enablement, Initiative Execution & Field Partnership

• Enable sales performance by coaching Store Managers and teams on selling behaviors, product knowledge, customer engagement, conversion, and average transaction value.

• Partner with Commercial, Buying, Central Operations, and field leadership to improve merchandising, inventory flow, product availability, and sales execution within the assigned property.
• Lead property-level deployment of sales initiatives, operational programs, remodels, new store openings, training rollouts, and business transformation efforts.
• Share field insights, emerging risks, performance trends, and recommended actions with field and enterprise leadership teams.

COMPENSATION

• Compensation: $47,000 - $65,000

Job Requirements

• High school diploma required;
• Bachelor’s Degree in Business, Management, Hospitality, Retail Operations, or a related field preferred.
• 5+ years of progressive leadership experience in retail, hospitality, travel retail, airport operations, resort operations, or other high-volume customer-facing environments.
• Proven multi-unit leadership experience with accountability for sales, profitability, operational performance, compliance, and people leadership within an assigned property or district.
• Demonstrated success developing leaders, coaching teams, improving sales execution, and driving operational improvement in fast-paced, high-volume environments.
• Strong understanding of retail KPIs, labor management, inventory control, shrink reduction, expense oversight, merchandising execution, food safety, and customer experience.
• Experience operating within regulated airport, resort, food and beverage, or similar environments preferred.
• Strong commercial and financial acumen with the ability to analyze performance data, identify root causes, and develop practical business solutions.
• Strong leadership, communication, organizational, and stakeholder management skills with the ability to manage multiple priorities within one assigned property.
• Proficiency with Microsoft Office, learning management systems, and operational reporting or analytics tools.
• Ability to travel as needed to support assigned locations, training rollouts, business initiatives, and field priorities.
• Flexibility to work evenings, weekends, holidays, and extended field assignments as business needs require.

About Us

WHSmith is a leading global travel retailer with over 1,700 stores across 30 countries worldwide. WHSmith North America, incorporating Marshall Retail Group (MRG) and InMotion, represents over half of the Company’s international store estate, with a collection of attractive, successful specialty retail stores located in airports and resorts across North America.

WHSmith North America is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sexual orientation, national origin/ancestry, age, gender identity, gender expression, military/veteran status, marital status, disability status or any other basis prohibited by law.