World Duty Free

Sales & Service Manager – Heathrow (Terminal TBC)

Salary: Competitive annual salary plus:

Fantastic benefits inc free parking, bonus scheme, wellbeing support (EAP), staff discount, travel discount, life assurance, pension,  health cash plan (dental, optical, medical, health and fitness discounts - Cash back plan)

Shift pattern: 3 or 4-day week, 12-hour shifts - 2 week rotating shift pattern (Week 1 Mon, Tue, Sat, Sun - Week 2 Wed, Thu, Fri)

Are you a hands-on retail leader who thrives in a fast-paced environment? Join World Duty Free at Heathrow and lead a team that delivers outstanding customer experiences every day.

As a Customer Service Leader, you’ll coach and motivate a team of 15–20 colleagues on the shop floor, driving sales, service excellence, and team performance. You’ll play a key role in creating an energetic, inclusive, and high-performing culture in one of the UK’s most dynamic retail settings.

What You’ll Do

• Lead, inspire, and develop your team to deliver exceptional service.

• Be visible on the shop floor (around 90% of your time).

• Oversee daily operations, visual standards, and compliance.

• Take ownership in Duty or Service-Orchestrated leadership roles across the terminal.

What You’ll Bring

• 2–3 years’ experience leading teams in a high-volume retail environment.

• Strong people and communication skills.

• A passion for coaching, motivating, and empowering others.

• Adaptability and enthusiasm for fast-paced, customer-focused retail.

Why World Duty Free?

• Competitive pay and bonus opportunities.

• Clear career progression and development programmes.

• Staff discounts, travel perks, and retail benefits.

• Supportive, global retail environment.

At World Duty Free, we’re passionate about developing talent and creating an inclusive workplace.
We’re proud to be a Disability Confident Employer and will support you with any reasonable adjustments throughout the recruitment process.