InMotion Operations Manager – WHSmith

At WHSmith, our goal is to make every journey better, and at the heart of this are our people, customers, and partners. As an InMotion Operations Manager, you will play a key role in delivering operational, customer, and people excellence, ensuring each customer’s journey is enhanced by a seamless experience.

What being an InMotion Operations Manager is all about:

People:

• Developing and mentoring your team in customer service and selling skills, ensuring expertise in product knowledge and sales techniques.

• Conducting performance reviews and inductions, setting clear objectives and identifying areas for improvement.

• Holding regular 1:1s with InMotion colleagues to highlight performance and opportunities for growth.

• Providing ongoing feedback and support to help your team achieve their potential and support succession planning.

• Fostering a diverse and inclusive environment that prioritises wellbeing, teamwork, and open communication.

• Ensuring compliance with HR processes, legal requirements, and people policies, overseeing recruitment to select the best talent.

Plan:

• Driving commercial excellence, maximising sales, adapting to seasonal and customer trends, and collaborating with commercial teams to shape future sales strategies.

• Leveraging the InMotion format, shaping the customer selling strategy for future growth.

• Ensuring compliance and coaching your team to meet operational targets, collaborating with support functions to achieve everyday compliance.

• Monitoring service level agreements and build relationships with partners to ensure mutual success.

• Managing costs effectively, ensuring expenditures stay within budget, and work on annual budgets to maximize profitability.

• Regularly updating leaders on operational performance, identifying risks and offering solution-driven leadership.

• Driving consistent performance across stores, closing performance gaps with action and leadership.

• Analysing data and communicating clear plans, mentoring leaders to develop similar skills.

Customer:

• Influencing decisions for the benefit of customers and profitability, promoting a data-driven decision-making culture within your team.

• Role-modelling exceptional customer service, ensuring every team member is skilled in sales, queue management, and customer interactions.

• Contributing to innovation by sharing ideas and feedback with the support centre and collaborating on projects.

• Building strong relationships with landlords, fostering trust and pride in the partnership.

• Leading investor visits, showcasing WHSmith Travel’s best offerings and strengthening the company’s reputation as a partner of choice.

• Cultivating community relationships, supporting local charities and schools to enhance brand awareness and reputation.

• Understanding the market where your stores operate, tailoring your approach to meet customer needs and increase conversion rates.

How we reward our teams:

• Competitive salary, pension scheme, and 33 days holiday (including bank holidays).

• Employee discounts (up to 50%) and deals from retail partners for savings on dining, entertainment, and more.

• Employee Assistance Programme to support physical, mental, and financial wellbeing.

About WHSmith: With a rich heritage, WHSmith continues to grow, particularly in airports, hospitals, rail stations, and motorway services. Our InMotion brand is leading the way in digital accessories, offering an exceptional customer experience. We have established strong partnerships with brands like M&S and Costa Coffee to broaden our customer offerings across the UK. As we grow, our mission remains simple: to make every journey better.

We are proud to be an inclusive employer, where our colleagues are welcome and free to be themselves.