For Operators – 20partners

Retail operations consulting

Specialist support to optimise your retail operation.

Nobody knows your operation better than you; but our experience, relationships and proprietary tools can help you move faster and optimise further.

Our LIS practice enables brands to establish or expand their travel retail presence intelligently. We connect brands with the right opportunities based on their objectives, and then work with them to make a successful bid.

With every client, we follow the same three-step process:

Brand connection & tender management

Helping you acquire the right portfolio of brands quickly, and on the very best commercial terms.

Strategic Mystery Shopping

Intelligent insight gathering in real-world conditions to help you optimise experience and revenues.

Retail Academy

Enhancing the skills and performance of your retail team with bespoke, specialist training.

Brand connection & tender management.

Optimising every aspect of your retail operation, and helping you select the right partners.

In much the same way that we partner directly with airports, we are also able to work with operators to help them refine and optimise their operations. We are generally not brought in due to a fundamental gap in capability or expertise; often our impact is simply to help partners accelerate and drive results more quickly - though there’s no question that bringing fresh thinking and objectivity has immense value in itself.

With every client, we follow the same three-step process:

1. Brand Connection

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Ensuring zero unit downtime in your estate is critical; but so too is selecting the right brands so that every square metre is delivering maximum revenue sustainably.

We work with retail operators in a variety of contexts - a refresh of the existing brand portfolio, a new terminal or the acquisiton of a new master concession. In each case the objective is the same: to rapidly place the right brands into the right locations, optimising customer experience and revenue.

We can deliver:

Pre-qualification and shortlisting of brands based on analysis of passenger & journey-types and existing inventory
Accelerated introductions to decision-makers at premium and luxury brands across all key categories
Expedited progression to commercial negotations and successful contract award

2. Tender Management

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Our decades of experience of negotiating travel retail bids – from both sides of the table – enables our clients to navigate the process smoothly and achieve optimal commercial outcomes.

We can deliver:

A complete end-to-end tender management service, from RFP drafting to final awards

1:1 introductions to senior players at target 'wish list' brands

Negotiation of commercial terms on your behalf, to clearly agreed specifications

Strategic Mystery Shopping.

Our multicultural team of mystery shoppers play a vital role in helping brands and airports alike understand the reality of the customer experience they deliver.

They deliver clear unbiased feedback, and cultural insights on the management of key high-spending demographics, which can help you directly drive the performance of your team.

Our mystery shopping reports cover a number of different areas, including:

The Cultural Difference

Cultural approach to key high-spending demographics

Dwell time analysis

Dwell time based on flight schedules and connections

Precise performance feedback

Pinpointing areas for improvement when dealing with the specific needs and desires of travellers from key high-spending geographies

All of our mystery shopping reporting is directly available to our clients via our online portal.

Retail Academy.

Our Retail academy is designed to help you improve the performance of every member of your team, tailored and targeted to make a real difference to their performance.

The cultural difference:
Our Retail Academy is completely unique in Travel Retail by providing staff with a deeper understanding of the needs of different nationalities, and the necessary tools to meet the needs of key high-spending demographics.

Three tier staff certification:
Only after attaining our certification at each level is access to the next level possible. Our certifications enhance your team’s professional profiles, skills and levels of confidence.

While every programme is bespoke to the needs of the client, a typical 12-month programme will usually include:

Quarterly Classroom Teaching

Our Retail Academy is completely unique in Travel Retail by providing staff with a deeper understanding of the needs of different nationalities, and the necessary tools to meet the needs of key high-spending demographics.

Quarterly on-site shadow, feedback & coaching

We provide precise analysis of real customer dwell-time behaviours, based on a variety of different types, schedules and connection durations.

Ongoing staff engagement via our Academy mobile app

Detailed feedback, filtered by shopper and journey-type, enable us to accurately pinpoint areas for improvement when dealing with the specific needs and desires of travellers, especially those from key high-spending geographies.

Retail operations consulting

Specialist support to optimise your retail operation.

Nobody knows your operation better than you; but our experience, relationships and proprietary tools can help you move faster and optimise further.

Our LIS practice enables brands to establish or expand their travel retail presence intelligently. We connect brands with the right opportunities based on their objectives, and then work with them to make a successful bid.

With every client, we follow the same three-step process:

Brand connection & tender management

Helping you acquire the right portfolio of brands quickly, and on the very best commercial terms.

Strategic Mystery Shopping

Intelligent insight gathering in real-world conditions to help you optimise experience and revenues.

Retail Academy

Enhancing the skills and performance of your retail team with bespoke, specialist training.

Brand connection & tender management.

Optimising every aspect of your retail operation, and helping you select the right partners.

With every client, we follow the same three-step process:

1. Brand Connection

2. Tender Management

Strategic Mystery Shopping.

Our multicultural team of mystery shoppers play a vital role in helping brands and airports alike understand the reality of the customer experience they deliver.

They deliver clear unbiased feedback, and cultural insights on the management of key high-spending demographics, which can help you directly drive the performance of your team.

Our mystery shopping reports cover a number of different areas, including:

The Cultural Difference

Cultural approach to key high-spending demographics

Dwell time analysis

Dwell time based on flight schedules and connections

Precise performance feedback

Pinpointing areas for improvement when dealing with the specific needs and desires of travellers from key high-spending geographies

All of our mystery shopping reporting is directly available to our clients via our online portal.

Retail Academy.

Our Retail academy is designed to help you improve the performance of every member of your team, tailored and targeted to make a real difference to their performance.

The cultural difference: Our Retail Academy is completely unique in Travel Retail by providing staff with a deeper understanding of the needs of different nationalities, and the necessary tools to meet the needs of key high-spending demographics.

Three tier staff certification: Only after attaining our certification at each level is access to the next level possible. Our certifications enhance your team’s professional profiles, skills and levels of confidence.

While every programme is bespoke to the needs of the client, a typical 12-month programme will usually include:

Quarterly Classroom Teaching

Our Retail Academy is completely unique in Travel Retail by providing staff with a deeper understanding of the needs of different nationalities, and the necessary tools to meet the needs of key high-spending demographics.

Quarterly on-site shadow, feedback & coaching

We provide precise analysis of real customer dwell-time behaviours, based on a variety of different types, schedules and connection durations.

Ongoing staff engagement via our Academy mobile app

Detailed feedback, filtered by shopper and journey-type, enable us to accurately pinpoint areas for improvement when dealing with the specific needs and desires of travellers, especially those from key high-spending geographies.

T: +44 20 3418 0604

E: hello@20partners.com

PI/CF: GB270902415

The cultural difference:
Our Retail Academy is completely unique in Travel Retail by providing staff with a deeper understanding of the needs of different nationalities, and the necessary tools to meet the needs of key high-spending demographics.

Three tier staff certification:
Only after attaining our certification at each level is access to the next level possible. Our certifications enhance your team’s professional profiles, skills and levels of confidence.