Nightshift Manager - Relay - Heathrow Airport

Relay at Heathrow! 

We are bringing one of our most iconic global brands, to the UK in 2026 — and we will be looking for passionate, customer-focused individuals to join us on this journey!​ 

With four brand-new stores opening in Terminal 2 at London Heathrow Airport, Relay is set to become a go-to destination for travelers looking for everything from a great book to tasty snacks and refreshing drinks. It will be a fast-paced, vibrant environment where every day brings new faces and new opportunities to make someone’s journey a little better.​ 

Relay stores are trusted by millions of travelers around the world — and in 2026 you could be part of the team that brings that magic to life in one of the world’s busiest airports.​ 

Job Purpose: 

The Nightshift Manager is responsible for leading all night operations, ensuring the store is well-presented, fully replenished, and ready for trade each day. You will manage and support the nightshift team to deliver excellent product availability, high standards of customer service, and compliance with company and airport regulations. Strong leadership and organisational skills are essential to create a motivated team and deliver efficient, safe, and customer-focused operations.

Key Responsibilities: 

• Lead, manage, and motivate the nightshift team, including supervisors and replenishment staff, to deliver operational and service excellence.
• Oversee replenishment activities, ensuring shelves are fully stocked, displays are well-presented, and stock rotation is carried out effectively.
• Monitor and maintain stock accuracy, including managing deliveries, investigating discrepancies, and supporting inventory control.
• Ensure the store remains clean, organised, and compliant with health, safety, and airport regulations.
• Supervise staffing schedules to ensure appropriate coverage across the store during night operations.
• Handle escalated customer inquiries or issues and ensure a positive service experience.
• Support loss prevention measures and ensure security of stock, tills, and facilities.
• Provide coaching, training, and performance feedback to staff, addressing attendance, conduct, and performance issues where necessary.
• Liaise with day management teams to ensure effective handovers, communication, and continuity of operations.
• Assist with administrative duties, shift reports, and audits as required.

Qualifications

• Previous management or supervisory experience in retail, hospitality, or logistics (airport experience desirable).
• Strong leadership and communication skills with proven ability to manage and develop teams.
• Experience in replenishment, stock management, or inventory processes.
• Knowledge of health and safety, security, and compliance requirements.
• Ability to work effectively under pressure in a fast-paced environment.
• IT literacy, including stock management and reporting systems.
• Flexibility to work night shifts, weekends, and holidays.

Key Skills

• Leadership and team development
• Replenishment and stock management
• Customer service and conflict resolution
• Organisation and time management
• Health, safety, and security compliance
• Problem-solving and decision-making
• Communication and teamwork

Accessing the airport:

A five-year working and personal reference, along with a Criminal Reference Check, will be required for this role as the store is airside in the departures lounge. This will be discussed in more detail at interview stage or please contact us if you have any questions regarding this.

Our values: Can you feel the HEAT?

Whatever role you deliver for Lagardère Travel Retail, part of your responsibility is to represent and uphold our company values everyday:

HONESTY - Working ethically | Fostering a culture of openness | Treating each other fairly | Being considerate               

EXCELLENCE - Delivering first class customer service | Upholding high store standards | Showcasing prestigious brands

AGILITY - Working in a fast-paced environment | Adapting well to change | Always striving to improve

TEAM SPIRT - Working together as one team | Supporting each other | Being active partners in our wider communities

Our company:

One of the two divisions of the Lagardère group, Lagardère Travel Retail is a pioneering global leader in the travel retail industry and the only operator to have established a comprehensive and world-recognised leadership across multiple business activities.

Cumulating more than 170 years of experience in travel retail since the opening of the first bookstore in 1852 at Paris Gare de Lyon, we deliver new experiences for travelers every day.

​Operating over 5,000 stores across Travel Essentials, Duty Free & Fashion and Foodservice in airports, railway stations and other concessions in 42 countries worldwide, we generated €5.2bn sales in 2022.

At Lagardère Travel Retail we believe an inclusive and diverse culture can help businesses and people thrive. We are committed to create a work environment where our people can fulfil their potential and be themselves and to support each and every one of them in achieving their ambitions. We welcome and consider all applicants regardless of their background and can ensure all candidates will receive a fair and equal treatment.