Senior Director of Resorts

WHSmith North America is a leader in travel retail, operating stores in airports, casinos, resorts, and other high-traffic locations across the U.S. and Canada. Our mission is to provide travelers with a seamless shopping experience, offering the best in convenience, specialty, and luxury retail. As we expand our presence in resort destinations, we are seeking an experienced Senior Director of Resorts to lead and scale this division.

Position Summary

The Senior Director of Resorts is responsible for overseeing the strategic direction, operational execution, and financial performance of WHSmith’s resort retail locations across North America. This role requires a seasoned retail leader with expertise in hospitality-driven environments and a track record of driving revenue growth, enhancing customer experience, and optimizing operational efficiencies.

Key Responsibilities

Strategic Leadership & Business Growth

• Develop and implement a comprehensive strategy for the resort retail division, ensuring alignment with WHSmith North America’s overall business goals.
• Identify and capitalize on new business opportunities, including expanding existing locations and securing new partnerships with resort operators.
• Lead the planning and execution of resort retail store openings, ensuring a seamless launch and integration into resort environments.

Operational Excellence & Performance Management

• Establish and maintain high operational standards, ensuring consistency across all resort retail locations.
• Implement key performance metrics (KPIs) to measure store success, drive sales, and enhance profitability.
• Develop and optimize staffing models, inventory management strategies, and store layouts to maximize efficiency and guest experience.
• Partner with cross-functional teams, including Merchandising, Marketing, and HR, to support store operations and brand consistency.

Guest Experience & Customer Engagement

• Ensure resort retail locations deliver a world-class shopping experience that aligns with WHSmith’s customer service standards.
• Implement guest engagement initiatives, promotional strategies, and loyalty programs to drive repeat business and enhance brand affinity.
• Stay ahead of industry trends, ensuring WHSmith’s resort locations remain competitive and innovative in the travel retail space.

Team Leadership & Development

• Lead, coach, and develop a high-performing team of regional managers, store leaders, and associates.
• Foster a culture of accountability, customer focus, and operational excellence.
• Provide ongoing training and development opportunities to ensure teams are equipped to meet performance expectations.

Financial & Budget Management

• Develop and manage budgets for the resort retail division, ensuring financial targets are met or exceeded.
• Conduct financial analysis, including sales forecasting, cost management, and P&L oversight.
• Identify opportunities for revenue optimization and cost reduction without compromising guest experience or brand standards.

Qualifications & Experience

• Bachelor’s degree in Business, Retail Management, Hospitality, or a related field (MBA preferred).
• 10 years of experience in multi-unit retail leadership, preferably in resorts, hospitality, or travel retail.
• Proven track record of driving sales growth and profitability in a hospitality-driven retail environment.
• Strong leadership skills with experience in managing large, geographically dispersed teams.
• Excellent communication, negotiation, and relationship-building abilities with internal and external stakeholders.
• Ability to analyze complex business data and make strategic decisions to improve performance.
• Experience working with luxury, specialty, or convenience retail in high-traffic locations is a plus.
• Willingness to travel as needed to oversee resort locations.

Why Join WHSmith North America?

• Leadership Opportunity: Be at the forefront of shaping and growing our resort retail division.
• Growth & Innovation: Join a company committed to expansion and innovation in the travel retail industry.
• Competitive Compensation: We offer a competitive salary, performance-based incentives, and comprehensive benefits.
• People-First Culture: Work with a team that values accountability, customer focus, and results-driven leadership.