AGM-Commercial Operation F&B

JOB PURPOSE

BIAL is a business of businesses and has multiple sub brands* that have their own brand identities and KPIs aligned with the overall organization goals to drive revenue. This role primarily will define go to market strategy to achieve profitability.

Accountable for accelerating commercial revenue growth at the airport through targeted development and execution of F&B strategies, this role ensures meticulous implementation of brand service standards and initiatives. The position guarantees that all food and beverage operations not only meet but exceed BIAL’s benchmarks, while advancing partner and employee engagement. With a clear focus on maximizing departmental financial performance and growing revenues, the role is pivotal in guiding partners to enhance business profitability.

Additionally, the responsibility extends to architecting and delivering an end-to-end F&B business strategy in close collaboration with partners, ensuring alignment and consistent excellence across the entire F&B portfolio.

1. PRINCIPAL ACCOUNTABILITIES

Strategy & Planning

• Understanding the trends of the Global Retail/ Travel Retail industry and making appropriate product and operational strategies to capitalize the opportunity for the Airport.
• Understanding the customer Profile, Segmentation, Buying Behavior, Trends & insights, Airport layout & zoning, market dynamics etc. and establishing a product development strategy for the airport across Retail and F&B.
• Leads the food and beverage team to determine areas of growth and develops continuous improvement strategies to improve the partners and the department's financial performance.
• Establishes challenging benchmarks, realistic and obtainable goals to guide operational performance, service excellence and desired leadership behaviors through working closely with brand partners.

Product/ Ongoing Development

• Conceptualizing and developing unique and exclusive product lines and concepts with the airport Brand partners, which would not only enhance customer experiences but also drive Non-Aero Revenue.
• Monitoring and evaluating the consumption and buying behavior of customers and developing a product differentiation strategy for each store/concept in co-ordination with internal and external stakeholders.
• Ensuring Culinary Standards Met through a) Provides direction for menu development & enhancement. b) Determines how food should be presented and lead the concept across brands c) Recognizes superior quality products, presentations, and flavor.
• Ensures BAILs compliance with global food handling and sanitation standards.
• Lead partner negotiations and prepare unique commercial Marketing offers & promotions at par with global benchmarks of customer productivity.

Leading a team

• Encourages and builds mutual trust, respect, and cooperation among Partners & team members.
• Achieves and exceeds goals including performance goals, budget goals, team goals, etc
• Establishes and maintains open, collaborative relationships with Partners and colleagues and entire food & beverage & Retail teams by soliciting employee feedback, utilizing the "open door" policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
• Identifies the developmental needs of Partners and colleagues and coaches, mentors, or otherwise helps others to improve their knowledge or skills.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting partners to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Leads BIALs coaching platforms.

Education qualification and pre-requisites

• Bachelor’s Degree/ MBA/PGDM in Marketing in Hospitality Management / Hotel Management / Business Administration / Retail Management / Culinary Arts / Food Science or related field.
• 15+ years of experience in F&B operations, food retail, or hospitality industry with at least
• Proven track record of developing and executing commercial strategies, ideally in F&B and retail environments.
• Experience with customer behavior analysis, concept development, and launch of exclusive food & beverage products.

Required Skills

• Strategic planning and execution of F&B commercial models
• Product development and innovation in F&B concepts
• Strong knowledge of global culinary standards and food presentation
• Experience in menu engineering and pricing strategy
• Vendor & brand partner management
• Knowledge of airport/travel retail dynamics
• Strong grasp on P&L, budgeting, and financial forecasting
• Familiarity with sanitation, food handling, and global food safety regulations
• Data-driven mindset: customer segmentation, insights, consumption analytics
• Understanding of marketing promotions, campaigns, and customer loyalty programs