Manager, Duty Free Retail & Service Development

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work. Approximately 1,400 GTAA employees work non-stop with our partners and agencies to deliver a safe and welcoming airport experience at Canada’s leading global hub airport, Toronto Pearson. The impacts of the pandemic have been significant to our industry, yet we remain Pearson Strong and are realizing the opportunity to accelerate our Healthy Airport commitment. Join us on our accelerated journey in creating the airport of the future in a smart, healthy and profitable way.

Position Summary:

The Manager, Duty-Free, Retail and Service Development plays a critical role in the operational excellence and performance of Toronto Pearson’s Duty-Free and Shopping program as we strive toward fulfilling our vision to be the best airport in the world. The incumbent will lead all aspects of an innovative brand and operational development to introduce new products and services in both the duty free, travel essential, retail and services environment including foreign exchange. The incumbent will develop strong and strategic relationships with current and new operators while building strategic alliances and partnerships that result in a variety of banners/concepts that will attract, serve, and delight our customers and consistently deliver value. The Manager leads all aspects of nearly $300 Million in duty free, travel essential and retail sales and over $80 Million in nonaeronautical revenue.

Key Accountabilities:

• Develop and build strategic relationships and partnerships with duty free, travel essentials, foreign exchange and duty paid organizations to jointly introduce programs that serve and delight passengers
• Develop and build strategic partnerships with brands to introduce programs that serve and delight passengers and drive non-aeronautical revenue
• Develop and maintain operation excellence audits and programs that ensure duty free, travel essentials, foreign exchange and duty paid operators deliver on customer service, brand performance, financial performance, merchandising mix and any other operational focused requirement to deliver best in class choice/service and increase spend per enplanement.
• Develop and implement annual marketing plan focused on driving top-line sales and revenue to the Airport.
• Work with partners to develop and implement conversion programs that drive incremental passengers into stores and restaurants increasing the number of transactions.
• Work with partners to develop and implement campaigns and promotions that encourage higher spend per transaction
• Lead people by providing coaching, guidance and development by providing relevant feedback for personal and career growth
• Research and recommend creative and innovative strategies to increase revenues
• Establishes Duty Free, travel essentials, foreign exchange and Duty Paid revenue budget; monitors revenue performance; identifies and resolves gaps (+/-) in performance
• Responsible for being a customer-centric Leader with respect to the Mission, Vision, Values and Beliefs

Qualifications:

• Post-Secondary Education in business, hospitality or restaurant management
• 5+ years of experience in People Management (direct report or cross-functional)
• 5 Years’ experience leading partner relationships and operational excellence in a retail and/or dining environment with established contacts and brand relationships
• 5+years of experience in duty free and retail program development and management including the preparation of strategic business plans and familiarity with vendor marketing initiatives
• 5+ years of dynamic experience in leadership roles at a medium to large hub airport or international shopping center with responsibility for retail operations
• Demonstrated experience working in a customer-centric environment
• Experience leading in a unionized environment
• Able to obtain and retain Transportation Security Clearance

Knowledge, Skills and Abilities:

• Strong eye for business, interpersonal and communication skills
• Knowledge of Retail, Sales and Service operations
• Able to lead RFP process
• Ability to lead and implement programs that yield positive growth
• Ability to build work plans that deliver on program objectives
• Ability to analyze revenue and pricing information and data
• Strong interpersonal, influence and facilitation skills are required in order to maintain existing relationships, develop new relationships and work effectively in a multi-stakeholder environment

The GTAA is a private not-for-profit corporation and a federally regulated employer. The Government of Canada has suspended the mandatory vaccination requirements for federally regulated transportation sector workers. The GTAA has also suspended the application of the mandatory vaccination requirement in its COVID-19 Vaccination Policy. However, GTAA continues to monitor government and health developments relating to COVID -19 and may re-introduce the Vaccination and proof of Vaccination requirements in the Policy at any time.

What's in it for you!

We offer our GTAA members amazing benefits, including retirement planning, group health benefits, employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.