Join the team shaping exceptional retail and customer experiences across Cairns and Mackay Airports. We connect people, places and experiences — and we're looking for a customer-focused and commercially minded professional to support and enhance our retail environment across the airport network. This is an exciting opportunity to combine retail operations, stakeholder engagement, commercial performance and customer experience within a dynamic airport environment. As Concessions Manager, you will play a key role in supporting the day‐to‐day performance of retail and advertising operations across Cairns and Mackay Airports. Acting as the primary point of contact for retailers and advertising partners, you will help drive operational excellence, solid commercial outcomes and a positive retail community.
ROLE HIGHLIGHTS
This role focuses on delivering high-performing retail operations, robust stakeholder relationships and excellent customer experiences across airport retail environments.
Key responsibilities include:
Acting as the first point of contact for retailers and advertising partners, providing operational support and guidance
Supporting retail performance through collaboration on merchandising, service delivery and customer experience initiatives
Overseeing day‐to‐day retail operations across terminal retail facilities
Coordinating maintenance, repairs and upgrades to retail spaces with internal teams and contractors
Administering the Retail Promotions Fund in collaboration with the marketing team
Conducting research and analysis to support retail initiatives and commercial decision‐making
Developing and auditing standards for product quality, service delivery and customer experience
Delivering best practice contract governance and ensuring retailer compliance with lease obligations an aging concession budgeting, forecasting and performance reporting
Building strong relationships with retail and advertising partners to foster a collaborative retail community
Benchmarking retail performance and identifying opportunities for improvement across the airport network
ATTRIBUTES WE VALUE
Customer‐focused mindset with a passion for service excellence
Ability to embody the core values of Cairns Airport
ABOUT YOU
Relevant tertiary qualification in Business, Retail Management or a related field
Experience in retail management, retail operations, facility management and/or customer service environments strong understanding of contract administration and regulatory compliance
Experience managing relationships with retail brands and stakeholders
Strong merchandising and operational coordination capability
Excellent communication and stakeholder management skills
Analytical capability and ability to interpret performance data
Strong organisational,
time and priority management skills
Ability to develop and implement operational standards and procedures
Well‐developed written and verbal communication skills
Experience within airports, travel retail, commercial property or customer‐focused operational environments will be highly regarded
ELIGIBIILITY
Unrestricted rights to work in Australia
Ability to obtain and maintain an Aviation Security Identification Card
CAIRNS AIRPORT EMPLOYEE BENEFITS
Competitive remuneration with annual salary increments
Access to 24/7 airport car parking for business and personal use
Salary packaging options available
Annual leave entitlement, personal leave and wellness days
Employee Assistance Program and Mental Health Initiatives
Professional development opportunities
Social atmosphere with special events hosted throughout the year
Free tickets for sponsored events and exclusive discounts at airport terminals
Cairns Airport is dedicated to building a diverse team that mirrors the community we serve. We value inclusivity and diversity and welcome people who support and model the behaviours we promote in our workforce. We actively encourage applications from First Nations people, candidates from culturally and linguistically diverse backgrounds, members of the LGBTQI+ community, and people with disabilities. If you have any support or access requirements, we encourage you to advise us at time of application to assist your participation in the recruitment process
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