Operational Excellence and Quality Manager - H/F

Lagardère Travel Retail is one of the world leaders in Travel Retail, serving passengers in airports, railway stations and other concessions in 42 countries. One of the two divisions of the Lagardère group, Lagardère Travel Retail meets the needs of passengers and licensors in a holistic way through a network of more than 5 000 Travel Essentials, Duty Free & Fashion and Foodservice outlets. The group has established an ambitious CSR roadmap called P.E.P.S (Planet.Ethics.People.Social), in order to contribute to the construction of a more sustainable industry. In 2023, Lagardère Travel Retail generated €6.6bn sales.

In the context of a global reorganization, we are creating a new Group Operational Excellence Department, with the overall objective to drive top- and bottom-line store performance by continuously improving in-store execution leveraging internal and external expertise and innovation, support openings or distressed operations to foster profitable expansion.

This new department will include four teams:

• Store solutions

• Local Supply Chain, Loss Prevention and Transversal Projects management

• Operational quality

• Indirect purchasing

The purpose of the Operational quality pole will be to strengthen Group field standards and tools as well as field support provided to countries, to continuously improve in-store execution in all businesses operated, including:

• 360° support (first level) for openings and distressed shops
• Definition and roll-out of operational standards and quality & audits tools / program (incl. Hygiene & Food Safety)
• Boost Impact Of People In Store incl. strengthening training tools and programs for operational teams
• Specific projects management such as service protocol and store audits evolution

This position will be a great opportunity to:

• Participate to the creation of a new department and function within the Group, bringing his/her own vision to the Group’s operational standards with big room to play and having a great impact on Group performance
• Be greatly exposed to top management, all Businesses and all countries (scope all BLs, all regions)
• Manage a variety of challenging projects and topics

MAIN MISSIONS

In this context, the Operational Excellence and quality manager’s responsibilities will be the following:

• Bring first level 360° support to countries upon request: visit stores to identify points of improvement or solve specific issues – help countries to design and implement actions plans. Bring first level solutions; involve and coordinate with the relevant experts (Concept, Offer, Store Design…) for more complex topics
• Ensure project management and coordination to major opening and action plans implementation on existing operations: act as project manager coordinating all retroplanning before and during opening, coordinate opening team and experts; manage project team meetings and Steering Committees, reporting to country CEO and regional COO
• Define and document Group operational standards; manage and enrich quality tools and processes (incl. audit tools, online reviews, Net Promoter Score and customer surveys, etc…)for all businesses operated (excl. Fashion), in an efficient manner taking into account variety of operations and local organization within the Group
• Participate in the elaboration and roll out of a 360° Group audit and quality program: principes, tools, store visit and audits, teams training and motivation in collaboration with HR…
• Train operational teams for the good implementation of operational standards and quality tools / processes

PROFILE

You have a Master in Management or Engineering and ideally you have :

• Minimum 8 years of professional experience in Retail Operations and Operational quality
• An international experience

You have a good command of project management (organisation, coordination, prioritization, etc.) and Microsoft Office (in particular Excel and PowerPoint). You have analytical skills et you are fluent in English and French (spoken and written).

You have a taste for challenge and are recognised for your flexibility, curiosity, your autonomy and decision-making. You have the capacity to manage various tasks and projects and deliver ambitious results, and good anticipation, organization and priority management skills. You have a strong interest for operations, field and hand-on approach.

You also have synthesis skills (oral and written) and good communication and interpersonal skills.

Joins us !

We believe an inclusive and diverse culture can help businesses and people thrive. At Lagardère Travel Retail, we are committed to create a work environment where our people can fulfill their potential and be themselves and to support each and everyone of them in achieving their ambitions. We welcome and consider all applications regardless of their background and can ensure all candidates a fair and equal treatment.