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, strong commercial outcomes and a positive retail community.
ROLE HIGHLIGHTS:
This role focuses on delivering high-performing retail operations, strong 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
This role offers the opportunity to influence customer experience and commercial performance while working within a fast-paced and highly visible operational environment.
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