LEADING AMERICAS OPERATORS: ARINA


also targeted. This month, ARINA introduces


Alipay and WeChat services to its stores in Montréal – adding to existing China Union Pay services – and has hired a manager to oversee the Chinese traveller business. Launching new beauty brands


Unlock the full potential... “I want the customer to have the


same experience throughout the whole of duty free from the time they enter the store to the time they leave the cash desk.”


such as Shiseido, as mentioned, has resulted in a sales lift of +30% on like- for-like routes since the strategy was introduced at the beginning of last year, McDonagh reveals. “With all the different levers,


whether it be the mobile pods, gift with purchase, introducing new brands and hiring the Chinese PRC manager… all of those things have helped us deliver the growth we set ourselves.”


Focus on luxury However, there are improvements to be made in other categories to flank the strong gains made in liquor, beauty and tobacco. “The areas I would like to


strengthen this year would be fashion and luxury,” confirms McDonagh. “There is an opportunity to introduce some new brands on the fashion side.” One particular niche is male


fashion, with the percentage of young male travellers aged 25-39 years old more or less doubling in the last three years at Winnipeg and Montréal airports. In response, ARINA will be introducing back wallbays for Montblanc and Hugo Boss accessories to Montréal in March. “What we want to try and create is


Strategic expansion Last year was indeed a busy one for ARI, particularly with the throng of concession activity taking place at key hubs in the Middle East, as referenced, together with senior management changes. In July, former Bus Éireann CEO


Ray Hernan was announced as the travel retailer’s new Chief Executive, replacing Jack MacGowan, with Acting CEO and experienced ARI executive Anthony Kenny taking up the position of Deputy Chief Executive and Chief Financial Officer. ARINA’s footprint currently covers


the aforementioned Montréal, Winnipeg, Halifax and Québec operations, plus another in Barbados. With the management changes in place, there is scope to grow. As such, McDonagh confirms


North America is an important piece in the wider ARI expansion jigsaw. “It was important to win


the Québec City business and demonstrate our commitment to the region,” she observes. “We see the Americas as a primary region and are 100% focused on growing our existing business here as well as bidding for any opportunities that are a good strategic fit for ARI. “That is our aim if we look at the


a male zone so we have a prominent offering and range of different brands to make it easier for the male shopper,” says McDonagh. Accompanying new products


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different tenders coming through. We are a good fit for the region


Jackie McDonagh, General Manager, ARINA


is an enhanced concentration on customer service. Earlier this year, ARINA hosted a two-day meeting for its regional management, which focused on advanced selling skills and shift excellence to galvanise teams to work more collaboratively. “We’ve rolled this out and this has


really helped change the culture, selling skills and putting the customer at the heart of everything so people know how they are delivering on their targets,” she stresses.


MARCH 2019


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ARINA won a seven-year and five-month duty free contract at Québec City Jean Lesage International Airport in 2017.


TRBUSINESS 39


ARINA has rolled out an enhanced customer service programme at its airport locations.


and bring a strong sense of place in the offer we provide. We also have a superior understanding of the customer and as ARI is part of the daa group, we have a very good understanding of airport management as well. “We want to go for the same sort


of growth we’ve achieved in the last two years. That is a primary focus.” «


“We see the Americas as a primary region and are 100% focused on growing our existing business here as well as bidding for any opportunities that are a good strategic fit for ARI.”


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