AM Operations

JOB PURPOSE

Act as support function for MC operations at platform level for non-aero related channel (includes Retail, Hospitality, Advertising & Promotions, Services & Landside, Other strategic initiatives & Revenue /Billing), working in collaboration with Airport Commercial teams, business partners (Concessionaires etc.) & other internal & external stakeholders with an objective of creating a unique experience for passengers at the airport and ensuring that the defined revenue targets are achieved.

The role encompasses planning, Operations & execution of Business Plans in collaboration with Airport teams & business partners and engagement with Internal & External stakeholders

ORGANISATION CHART

AM-Operations---> AGM Operations

KEY ACCOUNTABILITIES

Accountabilities

Key Performance Indicators

Commercial (Non-Aero) Department Annual Operating Plan

• Support GAL- VP Commercial & BD & AGM Operations in preparing the Annual Operating Plan (AOP) in alignment with airport commercial teams and collaboration with other Sector department heads (Operations, Finance, SPG, HR, IT etc)

• Achievement of the targets defined in AOP for GAL

• Sales, Yield%, Income, IPP,SPP & growth

• Deviation from department budget – Budgeted vs. Actuals

• ASQ ratings/ Skytrax Rankings

Drive growth in existing portfolio across all categories

• Provide inputs for refreshing the commercial concept across airport assets so as to increase channels of revenue as well as customer interest in using the airport as a definite shopping option

• Continuously work to identify & increase the number of strategic tie with brands and partners for new commercial opportunities

• Revenue planned vs. actual from existing accounts

ASQ ratings/ Skytrax Rankings

Retail Development/ Projects

• Coordinate Project completion along with airport teams & Fit-out work for Non-aero related businesses

• Number of new accounts registered

• Fit-out period

• ACOD timelines

Airport Marketing & Analytics

• Identify initiatives and other marketing programs at platform level, in conjunction with Marketing team & AGM –Ops to build the commercial offering

• Ensure Market environment understanding/ benchmarking & required data Analytics to ensure business decisions

• Increase in the commercial (non-aero) revenue

• No. of Marketing campaigns with desired ROI, Social Media improvements

Implement standardized systems and processes at platform level to improve efficiencies/ achieve synergies and enhance customer experience.

• Percentage retention of existing accounts

• Revenue targets – planned vs. achieved

• DSO

• Internal audit compliances

• ASQ ratings/ Skytrax rating

Work in collaboration with stakeholders towards development of systems and processes to improve the overall customer experience

• Standardize the commercial documents like license agreements, operator agreements, proposals, SOPs etc

EXTERNAL INTERACTIONS
• BCAS/ Other Regulatory Authorities – ensuring all necessary approvals / licenses are obtained.
• Retail Services & Brands – identifying & evaluating market trends and potential services providers.
• Key strategic partners for tie-ups/ alliances etc.
• Airport Industry Bodies – representing Airport and industry knowledge / best practice sharing.
• Concessionaire Brands: CEO, Operations Head, Brand Head, Store Head.
• Other agencies like CISF, Municipal Corporation etc

INTERNAL INTERACTIONS
• Sector BD team, Airport Commercial team.
• SPG / Other Department Heads – collaboration on AOP preparation
• Airport Operations – day to day operations , space management, passenger movement etc

• Finance – Commercial (Non Aero) department budget preparation and monitoring

• Legal

• P&E (Project & Engineering), Finishes Team, ARFF Team, IT Team

• Security & Landside Team

FINANCIAL DIMENSIONS

• Annual Operating Plan (AOP):

- Sales: As per AOP finalized

- SPP: As per AOP finalized

- Yield%/ Income: As per AOP finalized

- IPP

- SPSM

- IPSM

• Daily Sales Outstanding (DSO)

OTHER DIMENSIONS

• Direct Reports

• Total Passengers Handled

• Retail Space

• No. of business managed

• No. of business Opened

• No. of Concessionaire managed

EDUCATION QUALIFICATIONS
• Post Graduate (MBA)
• Strong domain knowledge, understanding of all B2C processes and a good financial & commercial acumen

RELEVANT EXPERIENCE

• ~8-10 years of total experience in Sales & Marketing, Operations, Retail, Mall Management/ leasing. Exposure to Airport Commercial/ BD will be an added advantage

COMPETENCIES
• Personal Effectiveness
• Social Awareness
• Entrepreneurship
• Problem Solving & Analytical Thinking
• Planning & Decision Making
• Capability Building
• Strategic Orientation
• Stakeholder Focus
• Networking
• Execution & Results
• Teamwork & Interpersonal influence