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Associate Manager - Commercial Non Aero

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Date: 21 Aug 2026

Location: Delhi, IN

Company: GMR Group

JOB PURPOSE

AM – Retail  is responsible for overseeing and optimizing the all retail business  at the airport. The retail team plays a pivotal role in ensuring the seamless integration of retail  services with the airport’s commercial objectives, driving revenue growth, operational excellence, and strategic brand partnerships. By delivering a world class retail experience, this role enhances passenger satisfaction and strengthens the airport's positioning as a premium travel hub.

ORGANISATION CHART

Head - Retail
C Non Aero
   
   
Associate Manager - Retail
C Non Aero

 

KEY ACCOUNTABILITIES

KEY ACCOUNTABILITIES - Additional Details

 

Retail Strategy & and Revenue Growth

  • Improve Sales through enhancement of Penetration across all formats of retail outlets
  • Develop strategy for sustainable revenue growth across  formats
  • Work on improving space productivity across all categories
  • Understand passenger insights vide consumer research and develop strategic initiatives to cater to evolving consumer preferences.

Category Management and Partner Engagement

  • Undertake extensive analytics to derive insights that can be used to improve KPIs (SPP, Penetration, ATV) thereby enhance revenue generation.
  • Enhancing sales per passenger and leveraging data-driven demand forecasting / day part analysis.

Operational Excellence

  • Effective on-floor monitoring of retail operations to enhance passenger experience and revenue uplift
  • Drive operational efficiency by improving turnaround times, streamlining supply chain processes
  • Enforce governance mechanisms to prevent revenue leakages, ensure billing accuracy, and uphold compliance with concession agreements.
  • Implement service excellence frameworks / quality audits across Retail Outlets.
  • Leverage analytics to optimize service offerings, menu engineering, and peak-hour efficiency.

Regulatory and Contractual Compliance

  • Monitor regulatory developments and implement necessary updates to policies, procedures, and SOPs impacting retail.
  • Monitor adherence to all concession agreements, custodianship requirements, and regulatory mandates governing duty-free operations.
  • DSO within timelines

AOP Development and Management

  • Formulate AOPs with targeted revenue and align Concessionaire | Revenue growth must result in sustainable long term value creation for the airport
  • Monitor financial performance and implement actions to meet revenue and profitability goals.

Key Performance Indicators (KPIs)
  • Spends per Passenger (SPP)
  • ATV 
  • Penetration % 
  • No. of new brands / first of its kind concepts launched
  • Cadence of Consumer Research
  • Weekly Analytics | Insights Shared with Business Partners and Intervention
  • ASQ | Skytrax Rating for the Airport
  • Adherence to Zero Tolerance Initiatives - ERM | OMDA | Internal Audit
  • Revenue Growth vs. AOP Targets
  • DSO within Defined No. of Days
  • Customer Satisfaction Scores (CSAT)
  • Passenger Complaint Resolution (within defined timeframe)

 

EXTERNAL INTERACTIONS

  • Concessionaire CEO’s
  • CXO’s
  • GM- Operations / Business Head
  • Brands
  • CXO’s
  • Regulatory Agency – MoCA, AAI, Immigration, Customs
  • Security agency/CISF/BCAS

INTERNAL INTERACTIONS

  • Terminal Operations
  • Legal
  • P&E (Project & Engineering), Finishes Team
  • I.T
  • Security
  • Marketing

FINANCIAL DIMENSIONS

 

  • Income Target (Rs. Cr.) for the FY
  • Spends per Passenger (SPP) | Penetration %
  • Income Per Passenger (IPP)
  • Income per Sqm (IPSM)

OTHER DIMENSIONS

  • Mystery Audit | Quality Audits
  • Below Line Improvement Plan (BLIP)
  • Daily Sales Outstanding (DSO)

EDUCATION QUALIFICATIONS

MBA in any stream 

RELEVANT EXPERIENCE

Minimum 5 years relevant experience in Retail Operations/Merchandising/Business Development

COMPETENCIES

  • Analysis and Planning (Practitioner)
  • Concession Management (Practitioner)
  • Concessionaire/Partner Management (Practitioner)
  • Marketing Strategy (For Hyderabad) (Proficient)
  • Business Development (Practitioner)
  • Customer Experience (Practitioner)
  • Revenue Maximization (Practitioner)
  • Customer Insights (Practitioner)
  • Social Awareness
  • Entrepreneurship
  • Personal Effectiveness
  • Problem Solving & Analytical Thinking
  • Planning & Decision Making
  • Capability Building
  • Strategic Orientation
  • Stakeholder Focus
  • Networking
  • Execution & Results
  • Teamwork & Interpersonal influence