Marshall Retail Group
The
Director, Field Operations- Air East,
leads the success of WHSmith North America’s retail stores across assigned geographies and formats, driving sales growth, operational excellence, and customer satisfaction. This leader sets the standard for performance, culture, and execution while empowering field teams to deliver consistent results. Acting as a strategic connector across Operations, Commercial, and Support functions, the Director ensures business priorities are achieved through strong leadership, alignment, and accountability.
Pay Range:
172,000-204,000 annually
Location:
This role requires being based within 30 miles of a major US airport hub (NY, DC, Florida, Georgia) or the ability to self-relocate by January 31, 2026.
Travel:
This role requires you to travel up to 75%
Key Responsibilities Leadership & People Development
Lead, coach, and develop Regional Managers and Multi-Site Managers to deliver exceptional execution, high engagement, and strong financial results.
Shape and embed a culture of inclusion, accountability, and high performance.
Partner with the People Team to drive talent development, succession planning, and performance management.
Model WHSmith’s leadership values and promote an environment of teamwork and continuous improvement.
Operational & Financial Performance
Deliver sales, profit, and operational KPIs through disciplined execution and performance management.
Ensure consistent execution of brand, operational, and visual standards across all stores.
Analyze financial results, labor efficiency, and expense management to achieve divisional goals.
Lead business planning and forecasting for assigned markets and manage full P&L accountability.
Ensure compliance with health, safety, and operational standards across all stores.
Customer & Brand Excellence
Champion WHSmith’s customer-first culture to ensure best-in-class experiences.
Collaborate with Commercial, Marketing, and Field teams to execute product launches, promotions, and brand campaigns.
Build trusted relationships with landlords, airport authorities, and key partners to support operational efficiency and brand reputation.
Cross-Functional Collaboration
Partner with Facilities, Construction, and IT to ensure stores are operationally ready and maintained.
Collaborate with Finance, HR, and Legal to ensure alignment on budgets, compliance, and workforce planning.
Serve as a key member of the Field Leadership Team, ensuring strategy and execution are aligned with enterprise goals.
Key Metrics
Sales and profit growth vs. plan.
Labor and expense performance.
Operational audit and compliance results.
Customer satisfaction and service excellence scores.
Employee engagement and turnover rates.
Bachelor’s degree in Business, Management, or related field required; MBA preferred.
10+ years of progressive retail operations leadership experience with multi-unit oversight.
Demonstrated success in driving sales growth, profitability, and operational excellence.
Proven ability to manage budgets, financials, and performance across large, complex geographies.
Strong analytical, communication, and influencing skills.
Ability to travel frequently across assigned markets
Skills & Competencies
Multi-unit field operations and P&L management.
Strategic and analytical decision-making.
Cross-functional leadership and business alignment.
Financial discipline and operational execution.
Relationship management with key partners and stakeholders.
Continuous improvement and adaptability in a fast-paced environment.
Leadership Attributes
Inspires and develops leaders to achieve high performance and accountability.
Thinks strategically while executing with discipline and focus.
Builds strong partnerships across teams and functions.
Leads with integrity, clarity, and a people-first mindset.
About Us WHSmith is a leading global travel retailer with over 1,700 stores across 30 countries worldwide. WHSmith North America, incorporating Marshall Retail Group (MRG) and InMotion, represents over half of the Company’s international store estate, with a collection of attractive, successful specialty retail stores located in airports and resorts across North America.
Legal & Compliance Disclaimer WHSmith North America is an equal opportunity employer and considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other protected characteristic under applicable law. All questions above are job-related and designed to assess qualifications and experience relevant to the position. Responses will not be used to discriminate or determine eligibility on any basis unrelated to bona fide job requirements.
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Director, Field Operations- Air East,
leads the success of WHSmith North America’s retail stores across assigned geographies and formats, driving sales growth, operational excellence, and customer satisfaction. This leader sets the standard for performance, culture, and execution while empowering field teams to deliver consistent results. Acting as a strategic connector across Operations, Commercial, and Support functions, the Director ensures business priorities are achieved through strong leadership, alignment, and accountability.
Pay Range:
172,000-204,000 annually
Location:
This role requires being based within 30 miles of a major US airport hub (NY, DC, Florida, Georgia) or the ability to self-relocate by January 31, 2026.
Travel:
This role requires you to travel up to 75%
Key Responsibilities Leadership & People Development
Lead, coach, and develop Regional Managers and Multi-Site Managers to deliver exceptional execution, high engagement, and strong financial results.
Shape and embed a culture of inclusion, accountability, and high performance.
Partner with the People Team to drive talent development, succession planning, and performance management.
Model WHSmith’s leadership values and promote an environment of teamwork and continuous improvement.
Operational & Financial Performance
Deliver sales, profit, and operational KPIs through disciplined execution and performance management.
Ensure consistent execution of brand, operational, and visual standards across all stores.
Analyze financial results, labor efficiency, and expense management to achieve divisional goals.
Lead business planning and forecasting for assigned markets and manage full P&L accountability.
Ensure compliance with health, safety, and operational standards across all stores.
Customer & Brand Excellence
Champion WHSmith’s customer-first culture to ensure best-in-class experiences.
Collaborate with Commercial, Marketing, and Field teams to execute product launches, promotions, and brand campaigns.
Build trusted relationships with landlords, airport authorities, and key partners to support operational efficiency and brand reputation.
Cross-Functional Collaboration
Partner with Facilities, Construction, and IT to ensure stores are operationally ready and maintained.
Collaborate with Finance, HR, and Legal to ensure alignment on budgets, compliance, and workforce planning.
Serve as a key member of the Field Leadership Team, ensuring strategy and execution are aligned with enterprise goals.
Key Metrics
Sales and profit growth vs. plan.
Labor and expense performance.
Operational audit and compliance results.
Customer satisfaction and service excellence scores.
Employee engagement and turnover rates.
Bachelor’s degree in Business, Management, or related field required; MBA preferred.
10+ years of progressive retail operations leadership experience with multi-unit oversight.
Demonstrated success in driving sales growth, profitability, and operational excellence.
Proven ability to manage budgets, financials, and performance across large, complex geographies.
Strong analytical, communication, and influencing skills.
Ability to travel frequently across assigned markets
Skills & Competencies
Multi-unit field operations and P&L management.
Strategic and analytical decision-making.
Cross-functional leadership and business alignment.
Financial discipline and operational execution.
Relationship management with key partners and stakeholders.
Continuous improvement and adaptability in a fast-paced environment.
Leadership Attributes
Inspires and develops leaders to achieve high performance and accountability.
Thinks strategically while executing with discipline and focus.
Builds strong partnerships across teams and functions.
Leads with integrity, clarity, and a people-first mindset.
About Us WHSmith is a leading global travel retailer with over 1,700 stores across 30 countries worldwide. WHSmith North America, incorporating Marshall Retail Group (MRG) and InMotion, represents over half of the Company’s international store estate, with a collection of attractive, successful specialty retail stores located in airports and resorts across North America.
Legal & Compliance Disclaimer WHSmith North America is an equal opportunity employer and considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other protected characteristic under applicable law. All questions above are job-related and designed to assess qualifications and experience relevant to the position. Responses will not be used to discriminate or determine eligibility on any basis unrelated to bona fide job requirements.
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