WHO WE ARE

Avolta is the world's leading and largest Travel Experience (Retail, Convenience, F&B) company (https://www.avoltaworld.com/en) with >5,500 outlets, >1,200 locations, >77,000 employees in more than 70 countries and annual revenue of Swiss Francs CHF 13.9 Billion in 2025 and operate predominantly at airports as well as other travel channels, including motorways, railways, cruises, border shops and downtown.

We are on a journey towards our Destination 2027 strategy, creating a travel experience revolution by putting the traveler at our core. Based on four strong pillars of delivering the Travel Experience Revolution, diversifying our Geographical Presence, further fostering a Culture of Continual Improvement, and Sustainability, our strategy is ultimately powered by our people.

In Asia Pacific (APAC), we are present in more than 10 countries, including China, Hong Kong, Macau, Japan, Vietnam, Malaysia, Singapore, Indonesia, Australia, India, Sri Lanka and Maldives.

PURPOSE OF THE ROLE

The Operations General Manager is responsible for the operational and business management of Avolta's Duty Free business in Kolkata. The role is accountable for delivering sales, profitability, operational excellence, customer experience, people leadership and regulatory compliance while building strong relationships with airport authorities and key stakeholders. The Operations General Manager will lead the Kolkata operation to achieve sustainable growth and ensure Avolta's standards are consistently maintained across all areas of the business.

RESPONSIBILITIES

Operations

Promote Avolta as a leading travel retail brand and ensure a consistently high standard of customer service across all stores.
Manage all retail operations within the location, ensuring alignment with company objectives, policies and operational standards.
In conjunction with the Country General Manager and Regional Managing Director, develop and execute revenue, expense, profit and inventory plans.
Monitor operational and commercial KPIs, identify performance gaps and implement corrective actions to improve results.
Lead weekly operational reviews covering sales performance, promotions, category performance, inventory, people matters and customer experience initiatives.
Develop and execute action plans to drive continuous improvement in sales, productivity and operational efficiency.
Review sales performance by store, category and brand against budget, forecast and prior period results.
Lead and develop Terminal Managers, Store Managers and other operational leaders.
Ensure effective cost control and operational discipline across all areas of the business.
Coordinate and oversee the implementation of strategic initiatives, projects and operational improvement programs.
Ensure compliance with all company policies, operational procedures, security requirements and regulatory standards.

Business & Commercial Leadership

Deliver annual revenue, profit and operational performance targets for the Kolkata business.
Drive passenger conversion, average transaction value and spend-per-passenger initiatives to maximize sales opportunities.
Partner with Category Management, Marketing and Supply Chain teams to optimize assortment, promotions and product availability.
Monitor passenger trends, competitor activity and market developments and recommend actions to improve business performance.
Drive continuous improvement initiatives to enhance customer experience, efficiency and profitability.

Stakeholder Management

Build and maintain strong working relationships with airport authorities, customs officials, security agencies, airlines and other key stakeholders.
Act as Avolta's primary representative for the Kolkata operation in local airport operational and business forums.
Ensure compliance with all concession obligations, airport requirements and local regulatory requirements.
Proactively manage stakeholder issues and resolve operational matters in a timely and professional manner.

People

Foster a positive, inclusive and high-performance culture across the operation.
Ensure effective workforce planning and staffing levels aligned with passenger volumes and business needs.
Lead, coach and develop leaders and employees to maximize performance and engagement.
Conduct performance reviews and support talent development and succession planning initiatives.
Identify training and capability-building requirements and ensure employees receive the necessary development opportunities.
Promote a safe working environment and ensure compliance with all people policies and relevant employment legislation.

Finance

Maintain full accountability for the location's P&L performance.
Develop, manage and monitor annual budgets, forecasts and business plans.
Analyze monthly financial performance, KPIs, income statements and balance sheet metrics and implement actions where required.
Monitor labour costs, operating expenses, inventory levels and shrinkage to optimize profitability.
Participate in investment planning and business development initiatives that support long-term growth.
Ensure compliance with financial controls, audit requirements and company governance standards.

WHAT WE ARE LOOKING FOR

Experience & Qualifications

Bachelor's Degree in Business, Retail Management, Hospitality, Aviation or a related discipline.
Minimum 10 years of experience in retail, travel retail, hospitality, aviation or other customer-facing industries.
Minimum 5 years in a senior management position with responsibility for leading teams and delivering business results.
Demonstrated experience managing operational performance, customer service and commercial outcomes.
Proven track record of leading large frontline teams and developing high-performing employees.
Experience working with airport operators, government agencies or external stakeholders is an advantage.
Travel Retail, Duty Free, Aviation, Airport Retail or Hospitality experience preferred.

Competencies

Strong leadership and people management skills.
Commercially minded and results-oriented.
Excellent stakeholder management and relationship-building capabilities.
Strong analytical and problem-solving ability.
High degree of integrity, professionalism and accountability.
Proactive, adaptable and resilient in a fast-paced environment.
Excellent communication and presentation skills.
Strong customer focus and commitment to operational excellence.

Operations General Manager Kolkata Duty Free