Job Summary

The Operations Delivery Lead provides an exceptional customer experience by encouraging the team to achieve sales goals and by leading and supporting store teams and daily store operations. The role supports Multi-Site Managers and store leaders in executing Company sales and operational strategies into clear, actionable direction for store teams. The Operations Delivery Lead promotes consistent execution of sales, merchandising, customer-service, and operational standards while providing hands-on support within assigned store locations.

Core Responsibilities

- Support Multi-Site Managers and store leaders to align priorities, communicate expectations, and drive consistent execution.
- Greet and assist customers while supporting sales through product recommendations and upselling.
- Train and support CSAs to drive sales, customer engagement, merchandising, and daily operational execution.
- Promote employee accountability and performance by resolving workplace concerns, supporting timely conflict resolution, and escalating issues to upper management when appropriate.
- Identify operational gaps and lead process improvements that enhance sales performance and customer experience.
- Support merchandise receiving, merchandising, stocking, replenishment, inventory activities, markdowns, and maintaining organized, customer-ready displays.
- Maintains the cleanliness and upkeep of the store by ensuring an organized, safe, and customer-ready environment.
- Support the rollout of sales initiatives, promotions, merchandising programs, and operational changes.
- Communicates customer complaints, inventory concerns, and field feedback to management to support process, training, and operational improvements.
- Performs and oversees opening and closing procedures,



including store security, cash-register reconciliation, deposit preparation, and required documentation.
- Perform other duties as assigned.

Pay $19.25 per hour

Job Requirements

Job Requirements

- 1+ year of experience in a fast-paced retail environment

- Ability to use retail technology and operational systems including Microsoft Office, Outlook, Word, and Excel.
- Ability to travel between assigned store locations as needed.
- Solid customer service, problem solving, organizational, interpersonal, and written and verbal English communication skills.
- Basic math skills and accuracy when processing transactions.
- Ability to work independently, collaboratively as part of a team and lead effectively in a fast-paced airport retail environment while managing multiple priorities.
- Ability to work assigned shifts, which may include early mornings, evenings, weekends, and holidays, consistent with operational needs.
- Ability to perform physical retail activities, including standing, walking, bending, reaching, handling merchandise, and lifting to 50 pounds.
- Ability to accurately review product pricing, and transaction information and communicate effectively with customers and coworkers.
- Must meet and maintain all job-related credentialing, screening, certification, and security requirements applicable to the assigned location.
- Ability to follow Company policies,



cash-handling procedures, safety requirements, and airport security protocols.
- Must be able to perform the essential functions of the position, with or without reasonable accommodation.

Preferred Qualifications

- High school diploma or equivalent combination of education and relevant work experience.
- Two or more years of retail leadership, operations, or supervisory experience.
- Previous experience supporting multiple retail locations or business units.

Additional Location and Role-Specific Requirements

- Successfully complete and maintain applicable food safety (Servsafe), food-handler, alcohol-awareness (TAM), or similar certifications.

- Successfully complete required concept-specific, brand-specific, operational, or safety training.
- Additional security clearances, satisfactory criminal background checks and drug testing, and the ability to obtain and maintain required airport security credentials may be required.

About Us

WHSmith is a leading global travel retailer with over 1,700 stores across 30 countries worldwide. WHSmith North America, incorporating Marshall Retail Group (MRG) and InMotion, represents over half of the Company’s international store estate, with a collection of attractive, successful specialty retail stores located in airports and resorts across North America.

EEO/ADA/DFWP

WHSmith North America is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sexual orientation, national origin/ancestry, age, gender identity, gender expression, military/veteran status, marital status, disability status or any other basis prohibited by law.

📌 Operations Delivery Lead (Richmond)
🏢 WHSmith North America
📍 Richmond