Associate Manager - Commercial Non Aero

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 new 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