General Manager

Position Summary

The General Manager is the senior on-site leader for JFK Terminal 4 and is accountable for the full commercial, operational and people performance of a large airport retail business comprising 10 stores and nearly 200 employees. This role leads day-to-day execution across customer experience, sales, profitability, labor, inventory, compliance, stakeholder management and talent development, while ensuring the operation is run to the highest standards in a fast-paced, security-sensitive airport environment.

Key Responsibilities

• Lead all aspects of terminal retail operations, ensuring consistent execution, presentation standards, service quality and operational discipline across all stores.
• Own sales, gross margin and expense performance; analyze business trends and implement actions to meet or exceed daily, weekly, monthly and annual targets.
• Direct store leadership teams on labor planning, scheduling, payroll productivity, shrink control, stock flow and inventory accuracy.
• Ensure the stores are fully merchandised, appropriately signed, well stocked and maintained to brand and company standards at all times.
• Build strong working relationships with terminal management, airport stakeholders, airline partners, lounge partners and other key external parties.
• Conduct regular business reviews, store walks and operational audits; identify issues quickly and drive corrective action with clear accountability.
• Lead staffing, succession planning, recruiting, onboarding, coaching and performance management in partnership with Human Resources.
• Develop and mentor managers and supervisors to build a strong leadership bench and a culture of ownership, service and execution.
• Partner with merchandising and commercial teams on assortment, product mix, adjacencies, promotional execution and competitive insights.
• Ensure full compliance with company policies, security requirements and applicable local, state and federal regulations.
• Leadership Profile
• Commercially minded operator who can balance sales growth, margin delivery and disciplined cost control.
• Visible and engaged people leader who sets high standards, follows through and creates accountability.
• Strong decision-maker who uses data, operating trends and sound judgment to solve problems quickly.
• Excellent communicator with the ability to influence cross-functional teams and external stakeholders.
• Adaptable and composed under pressure, with the stamina to lead in a high-volume, constantly changing airport setting.

Qualifications

• Bachelor's degree in Business Administration or a related field preferred.
• Progressive multi-unit retail leadership experience, ideally within airport, travel retail, duty free, luxury, specialty retail or similarly complex environments.
• Demonstrated success leading large teams; experience overseeing 100 employees strongly preferred.
• 3-5 years of retail management experience in charge of multiple locations, or a large-format retail operation, with significant sales volume.
• Strong financial acumen, including payroll management, expense control, inventory management and KPI-based performance management.
• Excellent interpersonal, coaching and conflict-resolution skills.
• Multilingual capability is a plus; languages such as Arabic, Chinese, French, Italian, Japanese, Korean, Portuguese, Russian or Turkish are beneficial in an international airport environment.
• Requirements & Physical Demands
• Must be flexible with schedule; evenings, weekends and holidays are required.
• Must present a professional appearance and maintain a high standard of conduct.
• Must be able to obtain and maintain airport security clearance and pass all required background checks.
• Must be able to travel regularly between stores and terminal locations as business needs require.
• Must be able to stand and/or walk for extended periods, including full shifts.
• Must be able to bend, kneel and stoop, and lift up to 25 pounds.

This job description is intended to describe the general nature and level of work performed by an employee in this role. It is not intended to be an exhaustive list of all duties, responsibilities or qualifications. Duties and responsibilities may change at any time based on business needs.