Regional Manager, East Coast

WHSmith North America is a leading travel retailer with operations across airports, casinos, and transportation hubs. We are committed to delivering outstanding customer service, driving results, and valuing our people through integrity, accountability, and innovation.

About the Role

The Regional Manager – Airport Operations is responsible for leading multi-unit operations across multiple airport locations within an assigned region. This role ensures consistent operational excellence, financial performance, people development, and customer satisfaction across a diverse portfolio of retail stores and specialty concepts.

(Candidate can reside in Chicago, Pittsburgh, Michigan, Ohio and Missouri - Relocation Assistance may be considered)

Responsibilities:

Operational Leadership

• Lead and support General Managers and location leaders in achieving operational and financial goals.
• Ensure execution of brand standards, compliance protocols, and safety measures.
• Conduct regular site visits to assess execution, cleanliness, merchandising, and team engagement.
• Partner cross-functionally with Central Operations, Merchandising, People, and Loss Prevention.

People Leadership & Culture

• Attract, develop, and retain high-performing field leaders and teams.
• Build a culture of accountability, coaching, and recognition.
• Model WHSmith values and supports wellness and engagement initiatives.
• Partner with the People Team on performance management, employee relations, and development planning.

Financial & Business Performance

• Drive top-line sales, manage labor and controllable expenses, and improve profitability.
• Use data and KPIs to identify performance trends and opportunities.
• Support budgeting, forecasting, and strategic planning with finance and executive teams.

Customer Experience & Brand Execution

• Champion exceptional service across all touchpoints.
• Reinforce customer-first culture through recognition and training.
• Partner with airport authorities and landlords to build strong external relationships.

Change & Growth Management

• Lead change initiatives such as store openings, remodels, new brand rollouts, or system implementations.
• Embrace continuous improvement and agile leadership during periods of change or disruption.
• Serve as a strategic thought partner during expansion or contract transition planning.

• Minimum 5+ years of multi-unit retail, food service, or hospitality operations leadership; airport experience strongly preferred.
• Proven experience leading dispersed teams across multiple locations.
• Strong financial acumen and understanding of P&L management.
• Excellent communication, relationship-building, and coaching skills.
• Ability to travel up to 50% of the time, including overnight travel and airport clearance.
• Bachelor's degree in Business, Hospitality, or a related field preferred.

Required Skills

• Resilience and problem solving
• Coaching and talent development
• Operational execution
• Cross-functional communication
• Customer obsession
• Integrity and accountability
• Results orientation

Preferred Skills

• Experience in specialty retail or airport retail operations
• Strong analytical skills
• Ability to thrive in a fast-paced environment

Benefits:

• Medical, Dental & Vision Insurance
• FREE Life Insurance
• Short- & Long-Term Disability Insurance
• Generous Paid Time Off
• 401k with company match
• Employee Discount at all our stores
• Amazing training & career path
• And more!

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!