Job Description

Relay at Heathrow!

We are bringing one of our most iconic global brands, to the UK in 2026 -- and we will be looking for passionate, customer-focused individuals to join us on this journey!


With four brand-new stores opening in Terminal 2 at London Heathrow Airport, Relay is set to become a go-to destination for travelers looking for everything from a great book to tasty snacks and refreshing drinks. It will be a fast-paced, vibrant environment where every day brings new faces and new opportunities to make someone's journey a little better.


Relay stores are trusted by millions of travelers around the world -- and in 2026 you could be part of the team that brings that magic to life in one of the world's busiest airports.

Job Purpose:

As an Area Platform Manager, you will oversee the operations of multiple stores/units within a designated area, while also directly managing one store. You will lead and support a team of Store Managers to ensure consistent delivery of brand standards, exceptional customer experiences, and compliance with landlord and operational expectations.

Key Responsibilities:

Area Management:

Lead, coach, and develop Store Managers across the area to drive performance and operational excellence. Ensure consistent execution of brand standards and customer experience across all locations. Monitor and improve performance metrics, including sales, service, and compliance. Build strong relationships with landlords and ensure all contractual obligations are met. Analyse performance data to identify opportunities for improvement and growth. Champion a positive and inclusive team culture that promotes engagement and accountability. Support the rollout of new initiatives, promotions, and operational changes across the area.

Direct Store Management:

Oversee all aspects of daily operations for one store, ensuring it serves as a model for best practice. Lead and motivate the store team to deliver outstanding customer service and meet performance targets. Manage staffing, scheduling, inventory, and visual merchandising. Ensure compliance with health & safety, brand standards, and operational policies. Drive local marketing and community engagement initiatives. Act as a hands-on leader, supporting the team during peak times and resolving operational challenges.

Key Performance Indicators (KPIs)

Sales Performance:

Achievement of weekly/monthly revenue targets.

Customer Satisfaction:

Measured through feedback scores, mystery shopper results, and complaint resolution.

Operational Compliance:

Adherence to brand standards, health & safety, and audit results.

Labour Efficiency:

Optimised scheduling and labour cost control.

Stock Management:

Accuracy of stock levels, shrinkage reduction, and inventory turnover.

Team Engagement:

Staff retention, training completion rates, and internal feedback.

Visual Standards:

Consistency in merchandising and store presentation.

Skills & Experience

Proven experience in multi-site retail or hospitality management, with hands-on store leadership. Strong leadership and team development skills. Excellent communication and interpersonal abilities. Commercially astute with a focus on results and continuous improvement. Ability to manage competing priorities in a fast-paced environment. Knowledge of health & safety, compliance, and operational standards.

Personal Attributes

Engaging and motivational leader. Customer-focused with a passion for delivering excellence. Strategic thinker with a hands-on approach. Adaptable, resilient, and solution-oriented.

Accessing the airport:

A five-year working and personal reference, along with a Criminal Reference Check, will be required for this role as the store is airside in the departures lounge. This will be discussed in more detail at interview stage or please contact us if you have any questions regarding this.

Our values: Can you feel the HEAT?

Whatever role you deliver for Lagardere Travel Retail, part of your responsibility is to represent and uphold our company values everyday:

HONESTY

- Working ethically | Fostering a culture of openness | Treating each other fairly | Being considerate

EXCELLENCE

- Delivering first class customer service | Upholding high store standards | Showcasing prestigious brands

AGILITY

- Working in a fast-paced environment | Adapting well to change | Always striving to improve

TEAM SPIRT

- Working together as one team | Supporting each other | Being active partners in our wider communities

Our company:

One of the two divisions of the Lagardere group, Lagardere Travel Retail is a pioneering global leader in the travel retail industry and the only operator to have established a comprehensive and world-recognised leadership across multiple business activities.


Cumulating more than 170 years of experience in travel retail since the opening of the first bookstore in 1852 at Paris Gare de Lyon, we deliver new experiences for travelers every day.


Operating over 5,000 stores across Travel Essentials, Duty Free & Fashion and Foodservice in airports, railway stations and other concessions in 42 countries worldwide, we generated EUR5.2bn sales in 2022.


At Lagardere Travel Retail we believe an inclusive and diverse culture can help businesses and people thrive. We are committed to create a work environment where our people can fulfil their potential and be themselves and to support each and every one of them in achieving their ambitions. We welcome and consider all applicants regardless of their background and can ensure all candidates will receive a fair and equal treatment.