General Manager

The General Manager is responsible for full operational and people leadership at one of WHSmith North America's largest and most dynamic airport locations. This role oversees all retail and/or food and beverage outlets within the terminal(s), leading a large unionized workforce and ensuring excellence in customer experience, compliance, team culture, and financial performance.

Responsibilities:

Operational Leadership

• Oversee all aspects of day-to-day operations across stores and kiosks within the airport.
• Ensure adherence to brand, visual, safety, and compliance standards.
• Lead consistent execution of operational routines including opening/closing procedures, audits, and inventory management.
• Serve as the primary on-site contact for airport authority representatives, terminal partners, and contractors.

Team & People Management

• Lead a team of Assistant General Managers, Co-Managers, and front-line associates — often across multiple shifts.
• Foster a strong, inclusive, and high-performing team culture rooted in accountability and development.
• Manage team members and partner with HR on coaching, corrective actions, and performance planning.
• Support new hire onboarding, regular training, and employee engagement programs.

Financial Performance & KPI Ownership

• Own the location’s full P&L and drive profitability through revenue growth and expense control.
• Monitor and act on sales trends, labor efficiency, shrink, and other key metrics.
• Collaborate with the Regional Manager and Finance to forecast, plan, and review monthly results.

Customer & Stakeholder Experience

• Champion a customer-first mindset across the operation, resolving guest concerns with urgency and care.
• Build positive relationships with airport stakeholders, brand partners, and internal departments.
• Ensure adherence to airport rules, lease obligations, and local regulatory requirements.

Compliance & Risk Management

• Maintain a safe and compliant operation in line with TSA, airport, and brand standards.
• Conduct regular safety inspections, ensure food and beverage compliance (if applicable), and lead risk mitigation efforts.
• Be prepared to lead through disruptions such as flight delays, severe weather, or staffing shortages.

Qualifications

• 3+ years of experience in retail or food service management, with P&L responsibility.
• Prior experience in an airport or high-volume, regulated environment preferred.
• Experience managing unionized teams and knowledge of local labor laws.
• Strong leadership, communication, and conflict resolution skills.
• Flexibility to work across early mornings, nights, weekends, and holidays.
• Eligible for airport security badging and clearance.

Core Competencies

• Leadership presence and integrity
• Operational execution and follow-through
• Employee coaching and team development
• Financial and business acumen
• Customer focus and service recovery
• Crisis management and adaptability
• Collaboration and partnership

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!