Lead the daily operations of our largest duty-free zone — managing the floor, the team and the traveller experience around the clock.
About the Role
We're looking for an experienced Operations leader who has run a high-traffic retail floor before. You'll own the rota, coach 25+ associates, ensure compliance and partner with category teams to drive sales while keeping the customer experience world-class.
This role reports to the Head of Retail Operations and is based at Delhi T3 (Departures concourse).
This role reports to the Head of Retail Operations and is based at Delhi T3 (Departures concourse).
Key Responsibilities
- Own the daily P&L for the assigned terminal zone — sales, shrink, staffing cost.
- Lead, coach and develop a team of associates across rotating shifts.
- Partner with category and merchandising teams to plan promotions and stock-on-floor.
- Resolve customer escalations on the floor with empathy and speed.
- Drive operational compliance — STEB sealing, allowance verification, EOD reconciliation.
What We're Looking For
- 5+ years of retail operations experience, ideally in airport / luxury retail / hospitality.
- Demonstrated success leading 20+ associates across rotating shifts.
- Excellent English communication; Hindi a plus.
- Strong commercial sense — comfortable reading sales / margin reports.
- Comfortable working a 6-day rotating roster including weekends.
What You'll Get
- Performance bonus and shift / location allowances.
- Health insurance for self, spouse and dependent children.
- Structured career growth into multi-zone leadership roles.
- Employee duty-free purchase privileges.
Skills
Retail Operations
Team Leadership
P&L
Customer Service
POS Systems
Education
Graduate; Hospitality / Retail Management preferred