Customer & Concessions Development Director

Website Mwaacareers Metropolitan Washington Airports Authority

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Salary:  $118K – $171

Close Date:  November 4, 2022 @ midnight

As the Customer and Concessions Development Director,  you will develop strategic implementation of
plans to generate revenue and increase customer satisfaction through management and oversight of the
airport concessions program.

Support the Office of Marketing and Concessions, Office of Executive Vice President and Chief Revenue
Officer in the Headquarters Office in Arlington, VA.

  • Ensures excellent delivery of customer service, positive financial return to the Airports Authority and overall
    compliance with contractual terms and conditions. Directs a team of key professionals consisting of
    Concessions and Services Program Manager, Concessions Operations and Administration Manager and a
    General Business Specialist to develop and implement merchandising plans for the effective leasing of
    concessions at Ronald Reagan Washington National Airport (DCA) and Washington Dulles International
    Airport (IAD). Performs related functions.


  • Strategically develops and oversees the implementation of merchandising and retail plans for a mix of
    restaurant, retail and services at DCA and IAD designed to enhance and maximize customer satisfaction
    and optimize revenue.
  • Contributes to airport terminal development and redevelopment. Works with the Office of Engineering and
    the Airport(s) in space planning, design, capital investment requirements and merchandising analyses
    related to large scale changes to existing space and in preparing for new space. Manages overall
    concession and tenant facility development from design through construction and leads the team to ensure
    on-time concession openings.
  • Develops and implements retail plans, policies, and procedures providing recommendations to improve the
    traveling public/customer experience, enhance the impression of the Airports Authority facilities, and
    provide marketing opportunities. Brainstorms ideas regarding marketing fund use within the terminals to
    maximize revenues.
  • Monitors concession revenue, reviews contracts, approves tenant designs, identifies concession needs,
    and monitors for quality assurance and enhanced passenger experience.
  • Provides instructions on conducting detailed analysis of the concession opportunity, including industry
    research, and identifies new trends and applicable concession industry standards and business practices to
    evaluate proposals. Manages weekly/quarterly meetings with concessions representatives to discuss
    project status of new and redeveloped units.
  • Conducts targeted marketing to national and local businesses regarding concession opportunities at DCA
    and/or IAD and conducts pre-solicitation meetings with potential offerors to draw attention to available
  • Stays abreast of current business intelligence, customer feedback and surveys, financial management
    developments, and competitors’ programs, products, and services to guide changes within the concessions


  • Eight years of progressively responsible experience in leasing, merchandising, marketing, retail and/ or
    revenue development.  Ability to develop merchandising plans for retail operations and/or food and beverage operations.
  • Knowledge of, and ability to apply, space planning, design, and capital investment concepts in coordinating
    architectural/engineering services for developing space for retail and/or food and beverage operations.
  • Ability to review detailed analyses of data and information and make recommendations.
    Ability to speak and write effectively, with emphasis on communicating detailed information in non-complex,
    easily understood manner.
  • Knowledge of supervisory principles and ability to supervise the operations and programs of the unit/team.
  • Skill in using a computer and modern office suite software, with emphasis on automated property
    management and procurement software/systems,


A Bachelor’s Degree in Marketing, Business Administration, or a related field.



  • Experience planning, implementing and managing retail or food operations for an airport, mall, or similar
  • A Master’s Degree in Business Administration, Marketing, Management, or Finance.

A background security investigation will be required for all new hires.

Metropolitan Washington Airports Authority is an Equal Opportunity Employer.| Follow us on Twitter

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