Multi Site Business Manager

Multi-Site Business Manager - Milan Malpensa Airport

The Role

Location: Milan Malpensa Airport

As Multi-Site Business Manager, you are responsible for driving sell-out growth, team performance, and execution excellence across multiple airport locations. You act as the commercial and operational leader for your portfolio of doors, ensuring Charlotte Tilbury delivers best-in-class retail execution, strong retailer partnerships, and consistent commercial results. You lead and coach Retail Artists and Assistant Business Managers, translating regional strategy into clear commercial priorities and operational discipline at counter level. Success in this role requires strong leadership from a distance, the ability to analyse performance across multiple locations, and the capability to build high-performing teams that deliver consistent results across borders.

The MSBM oversees a portfolio of airport counters and gondola locations across multiple markets. The role requires frequent travel (approximately 60%) to ensure strong team leadership, retailer alignment, and execution consistency across locations.

Accountabilities

PEOPLE ACCOUNTABILITIES

• People management is the most important part of your role, you set up your team members for success and build a true tilbury community in your respective stores.
• Monthly rota scheduling and payroll budgeting and forecasting (responding to trading conditions)
• Driving sales success through motivation of the team to hit daily and monthly KPI targets.
• People planning; ongoing talent management and succession planning of the team. Dealing with workplace conflict and other HR management processes.
• Identify the training needs of the team in collaboration with the Area Trainer and provide feedback about advancement in opportunity areas.
• Leading and motivating a #1 team through daily briefs & performance 121 meetings.
• Ownership of recruiting exceptional talent; managing end to end recruitment processes alongside the Talent Acquisition Advisor and proactively ‘tilbury talent spotting’, sourcing talent in the local area.
• Offer support and direction throughout the entire airport pass application process, ensuring a seamless and efficient experience for applicants, including conducting security interviews as part of team members’ passes.
• Manage a large team, ensuring effective coordination, communication, and productivity.

COMMERCIAL ACCOUNTABILITIES

• Lead by example! You know best how to get that limitless results from one customer and show this on a daily basis to your team to motivate them.
• Drive and build your business KPI performance to achieve market leading results and maintain #1 ranking and #1 growth.
• Ensure the best customer experience is being delivered; even when you’re not around by embedding the magic service methodology.
• Build brand awareness by creating lasting emotional connections with customers, specifically focusing on travel moments and understanding the diverse needs of different travellers.
• Think limitlessly with your plan for the calendar year with consideration for New Product Launches, and activity/market impacts from the previous year of trade.
• Devise and deliver a compelling eventing strategy for the counter.
• Navigate complexities within team and consumer interactions, addressing challenges and fostering solutions to ensure a seamless and positive experience.
• Demonstrate a keen business sense in understanding the diverse needs and desires of customers worldwide. Strategize on enhancing sales by tailoring approaches to various customer demographics. Craft innovative methods to cater to a global audience, ensuring our products resonate across different markets and cultures.
• Weekly and Monthly productivity reporting to the Area Manager.

OPERATIONAL ACCOUNTABILITIES

• Working and liaising with host store partners, senior stakeholders and external vendors; ensuring brand compliance with policies and procedures
• Management on stock levels (sales, audits and counts) analysing all information available to provide proactive counsel to the Area Manager on stock lines
• Adhere to health and safety guidance in the workplace
• Execute flawless visual merchandising and grooming standards on a daily basis

The Person

Disrupt & Innovate

• Naturally creative, seeking innovative ways to over perform and deliver
• An entrepreneurial mindset, focusing on the ‘why?’ and taking risks to reach for ‘wow’ results
• Assertive with energy and drive to succeed

Win Together

• Strong emotional intelligence and engaging personable skills that can be adapted to suit
• Ability to build and maintain strong relationships with your team and stakeholders
• Acts with integrity and isn’t reluctant to hold ownership

Share the Magic

• Dynamic and inspirational with customers and peers
• Excitement for beauty and artistry
• Passionate leadership taking pride in team success

Embrace the challenge

• Time management and prioritisation
• Agile and solution orientated
• Resilient when dealing with ambiguity
• Confident leadership to galvanise a team through a strong sense of purpose

Why join us?

• We offer a structured induction programme – Charlotte’s Magic Academy. This exclusive and bespoke induction trains on all aspects of the role that you will need to succeed in providing red carpet customer experience with follow up training provided during your first months of employment. Focusing on artistry and commerce, you will gain a full understanding of our artistry and service expectations
• Structured career development – our team of industry experts are here to support and work with you to explore your learning potential and career goals
• You receive exclusive launches of our incredible products before anyone else – not only that, but you even receive a full Charlotte Tilbury Look on completion of Charlotte’s Magic Academy so you can be a true brand advocate.
• Access to Tilbury Treats – our very own rewards platform allowing you to save money and gain ‘money can’t buy’ discounts on anything from gym memberships to cinema tickets
• Other fabulous benefits such as life assurance, birthdays off work, team sales incentives and many more

At Charlotte Tilbury Beauty, our mission is to empower everybody in the world to be the most beautiful version of themselves. We celebrate and support this by encouraging and hiring people with diverse backgrounds, cultures, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process.

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