Job Description

The Starbucks General Manager leads full operational, financial, and people leadership at one of WHSmith North America's largest and most dynamic airport locations. This role oversees all retail and/or food & beverage outlets within the terminal(s), manages a large team, and serves as the key on-site leader representing WHSmith with airport authorities, brand partners, and terminal stakeholders.

Responsibilities:

Operational Leadership

• Lead daily operations across multiple high-volume retail and/or F&B concepts, ensuring alignment with brand standards and airport compliance.
• Deliver consistent execution of routines, including opening/closing procedures, inventory management, cleanliness, and visual merchandising.
• Act as the on-site point of contact for airport officials, brand partners, vendors, and terminal contractors.
• Use data and real-time feedback to adjust daily operations and ensure efficiency and consistency across all locations.

People & Team Management

• Inspire, lead, and develop a team of Assistant General Managers, Co-Managers, and front-line associates, often across multiple shifts.
• Champion a culture of belonging, accountability, and continuous improvement.
• Manage employee relations including coaching, performance reviews, labor relations, and corrective actions in partnership with HR.
• Drive engagement through ongoing training, recognition, and clear growth pathways for team members.
• Support new hire onboarding and facilitate leadership development opportunities.

Financial & Business Performance

• Own the full P&L, focusing on growing revenue while managing controllable expenses, including labor, inventory, and shrink.
• Monitor KPIs daily, adjusting operations to improve sales performance, productivity, and customer service metrics.
• Partner with Regional Manager and Finance on forecasting, budgeting, and performance reviews.
• Apply strategic thinking to labor scheduling, promotional execution, and cost-saving opportunities.

Customer Experience & Brand Standards

• Create and maintain a welcoming, fast-paced environment that delivers a consistent and elevated customer experience.
• Resolve customer concerns with urgency and empathy, modeling effective service recovery for the team.
• Serve as a brand ambassador, ensuring visual standards and product quality reflect both WHSmith and partner expectations.
• Build strong relationships with internal departments and airport stakeholders to ensure customer needs and expectations are met.

Compliance, Safety & Risk Management

• Ensure full compliance with TSA, airport regulations, lease agreements, and health/safety requirements.
• Conduct regular safety walkthroughs, food safety checks (where applicable), and emergency preparedness reviews.
• Lead confidently through operational challenges such as irregular flight schedules, weather disruptions, or staffing shortages.
• Ensure all team members are trained and compliant in required safety and regulatory procedures.

Qualifications

• 3+ years of multi-unit or high-volume store management experience in retail or food & beverage.
• Experience in airports or regulated environments is strongly preferred.
• Proven success leading large, diverse teams. Union Management Experience is a plus.
• Demonstrated ability to lead through change, drive results, and coach high-performing teams.
• Strong P&L ownership and data-driven decision-making skills.
• Excellent communication, organizational, and conflict resolution abilities.
• Able to work a flexible schedule including early mornings, evenings, weekends, and holidays.
• Must be eligible for airport security badging and clearance.

Equal Opportunity Statement

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. At WHSmith North America, it’s about each person bringing passion and skills to a dynamic and inclusive workplace!

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