Retail Manager

About the Company:

At Tailwind Hospitality, we believe the journey should be just as good as the destination. Headquartered in Wilmington, North Carolina, and operating over 160 locations across 60+ airports and transit stations nationwide, we are a passionate team dedicated to making travel a little brighter, one guest at a time.

Whether it's a traveler relaxing over a leisurely meal before a long flight or a busy passenger needing a friendly smile and a quick grab-and-go coffee, our team is here to make them feel right at home.

About the Role:
We are seeking a highly motivated Retail Manager to take full ownership of retail operations at our location. If you have a passion for serving others and thrive on accountability, join the Tailwind team! As Retail Manager, you will manage a team of retail employees, maintain stock levels, complete and fulfill orders, build strong vendor relationships, and control cost of goods sold (COGS) - all while delivering an amazing guest experience and a fun, inviting atmosphere for travelers. This is a hands-on leadership role: you will set the standard for service, hold your team accountable to store policies and procedures, and own the day-to-day operational and financial performance of the location.

Tailwind encourages Veterans and Military family members to apply!

Responsibilities include but are not limited to:

Team Leadership & Development:

• Fully manage and oversee a team of retail employees, including scheduling, coaching, performance management, and daily assignment of duties
• Train and develop retail associates and cashiers to ensure they are meeting performance goals and delivering exceptional guest service
• Foster a positive, collaborative work environment and lead by example
• Ensure compliance with company policies and procedures across the team

Inventory & Ordering:

• Maintain stock levels for the location, anticipating demand and preventing stockouts or overstock
• Complete and fulfill all orders required for the location
• Responsible for monthly retail inventory, ensuring accuracy and identifying/resolving discrepancies
• Organize initial deliveries, unpacking of boxes, putting away merchandise, and organizing, scanning, pricing, and barcoding new items alongside Gift Shop staff; report missing delivery items ASAP to the General Manager

Vendor & Financial Management:

• Compile and report monthly inventory and cost data to support financial reporting

Guest Experience & Store Operations:

• Ensure exceptional customer service is always provided
• Process customer transactions accurately and efficiently using a cash register
• Process returns and exchanges following company policies
• Maintain knowledge of current sales and promotions; ensure pricing is accurate
• Maintain a clean, organized, and well-merchandised store environment
• Handle customer complaints or concerns in a professional manner
• Perform other duties as assigned

Qualifications/Skills:

• Proven experience managing, scheduling, and developing a retail team
• Experience ordering and working with multiple vendors, with strong vendor relationship management skills
• Demonstrated ability to control costs and manage COGS in a retail environment
• Proven experience in cash handling and customer service
• Strong communication and organizational skills to interact effectively with customers, vendors, and staff
• Basic math skills for handling transactions and providing change accurately
• Ability to work in a fast-paced environment while maintaining attention to detail
• Proficiency with POS and inventory management systems

Requirements:

• Must be able to pass background check to receive an airport badge
• Must be able to lift 25-30lbs
• Reliable transportation
• 2-3 years of retail management or supervisory experience

Benefits:

• Paid training
• Employee discount
• Employee referral program
• 401k with company matching
• Health, Dental and Vision offered to Full-time employees

Tailwind Concessions is an equal opportunity employer committed to creating a diverse and inclusive work environment. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information. We provide reasonable accommodations for individuals with disabilities in accordance with the Americans with Disabilities Act (ADA). If you require any accommodations during the application process, please contact our HR department.