Meet our people

World wide with world class people

We think World Duty Free is a great place to work, but don’t just take our word for it.

Here you can get to know some of the dedicated and dynamic team behind our success as a leading airport retailer.

Hear from our team

Trainee Replenishment & Admin Leader

Kelly Witham

Kelly, a Trainee Replenishment & Admin Leader, talks about her promotion through the 2024 Trainee Leader Scheme and how she loves to support new team members in their roles.

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HR Generalist

Lèvon Gumbs

Join Lèvon as he shares his journey from Customer Service Leader to HR Generalist and passionate diversity champion at World Duty Free.

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Customer Service Leader

Oswaldo Moreno

Hear about Oswaldo’s first year in the role, the vibrant work environment, and his excitement over achieving success with his team through our employee recognition scheme.

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Loader Driver

Lukasz Drzewiecki

Learn about Lukasz’s role as a Loader Driver, his career progression plans, and how the supportive environment and shift patterns have enhanced his job satisfaction.

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A common commitment

We celebrate the diverse backgrounds, talents, and stories of our employees who are passionate about delivering exceptional service and creating memorable experiences for travellers.

From customer service champions to innovative managers, our team members share a common commitment to excellence and a vibrant, inclusive work culture that drives our continued growth and success.

Discover their journeys, insights, and what makes working with us truly special.

A Day in the Life of Emily, Customer Service Assistant

02:30

I start my day, get ready and jump in the car for my journey to work. When I reach the airport, I park in the designated car park and then hop onto the car park bus to the terminal.

03:30

I make my way through Security alongside our passengers, bearing in mind that I can’t take liquids over 100ml.

03:45

Once through Security, I place my bag in my locker and head to the shopfloor with the rest of the 4am team.

04:00

I clock in and start my working day. I check the daily Staff Brief which includes passenger figures, key targets, events during the day and any incentives that are running.

04:05

Go straight to the daily Staff Schedule to see where I am needed for the day. Make a note of when my break times are. I know my home department; however, I am also aware that for me to be a team player I may need to cover other departments.

04:10

Today my planned location is on the main till bank. Before logging on to the till I must check all security measures are followed, whilst also ensuring my work station is clean and tidy. Once I log on to the till, I’m ready to go!

05:00

Change of location! I am needed to cover a colleague’s break in our Arrivals store so I head down there in a timely manner to ensure they break on time. I enjoy the change of environment, welcoming incoming passengers this time and acknowledging there are different regulations to follow.

05:40

My colleague in Arrivals returns from their break, allowing me to leave. I need to continue back through Security to head to the main store.

06:00

We are expecting 3,500 passengers this hour, I know this from the Daily Brief. I am assisting my till team with queue busting, ensuring our customers aren’t caught up in long queues.

07:00

Break time! I notify management and my team before I leave for my 30 minute break. I head to the staff tea room where I make a cup of coffee and retrieve my breakfast from the fridge.

07:30

I return back to the shopfloor and continue on the main bank of tills for the next few hours.

10:00

I join a bitesize training session with a beauty consultant on a new product launch.

11:00

I am planned to cover and assist the front of store team, this time in the Liquor department. It’s busy, and I am expected to greet and engage most customers. I use our promotional vouchers to encourage more sales.

12:00

Time for my second 30 minute break. It’s lunch time!

12:30

I return back to the shopfloor for the final half of the day. The afternoon team has now joined us, I will need to hand over any incomplete job tasks from this morning.

14:30

The end of my working day! Time to clock out and head to the locker room to collect my belongings.

14:50

I get to my car and head home. Another great day at World Duty Free!

Role of the month

Customer Service Manager

Are you an accomplished and driven leader with a passion for delivering exceptional customer experiences? World Duty Free is seeking a highly capable Retail Manager to take charge of our team at Gatwick airport.

Learn more about the role