Retail Operations Manager

Company Overview

Since 1992, Big Ticket LLC has been offering huge cash prizes and dream cars, creating unforgettable experiences for our customers. Our monthly guaranteed draws give participants the chance to win massive cash prizes, luxury cars, and more, with millions of dirhams awarded to lucky winners every month.

At Big Ticket, we’re more than just a raffle; we create moments of hope, joy, and excitement for people around the world. With a mission to turn dreams into reality through exciting games and entertainment and make every draw an event to remember.

Purpose and Objectives for the Role

This role is responsible for leading the day-to-day operations of Big Ticket’s retail presence across Abu Dhabi and Al Ain Airports. The Retail Operations Manager will drive performance across all outlets, manage a large and diverse sales team, and ensure operational standards are upheld to the highest levels. They will also play a key role in delivering commercial targets and supporting any retail expansion projects in collaboration with the wider Operations team.

Overall Responsibilities

• Oversee the retail operations across multiple locations in Abu Dhabi and Al Ain airports.
• Lead, coach, and manage a team of 45+ Sales Associates and Team Leads.
• Ensure daily retail activities run efficiently, with a strong focus on operational excellence and adherence to company policies and procedures.
• Deliver commercial KPIs including revenue growth, conversion, upsell, and customer experience scores.
• Collaborate with internal departments to ensure seamless execution of marketing campaigns, stock management, and promotions.
• Support the rollout of retail expansion initiatives and new store setups.
• Drive staff performance through regular training, coaching, and development planning.
• Build and maintain strong working relationships with key airport stakeholders, including Abu Dhabi Airports (ADA), and external vendors.
• Ensure all retail operations are compliant with health and safety, legal, and regulatory standards.
• Monitor and report on sales performance, footfall, and operational KPIs on a regular basis.
  
  

Skills Required

• Proven experience in managing multi-site retail operations in high-footfall environments (airports, malls, etc.).
• Strong team leadership and people management skills, including experience managing large frontline teams.
• Ability to interpret and act on commercial data and performance reports.
• Excellent organisational and operational planning skills.
• Strong stakeholder management and vendor coordination experience.
• Hands-on, proactive approach with the ability to multitask and adapt to a fast-paced environment.
• Previous experience in managing retail store openings or expansions is highly desirable.
  
  

Qualifications Required

• Retail or hospitality management certifications are advantageous.
  
  

Working Conditions / Environment

• Primarily airport-based across Abu Dhabi and Al Ain locations.
• Flexibility required to work weekends, public holidays, and shift-based schedules depending on operational needs.