Job Purpose
To support the smooth operation of the Emirates retail store by leading and motivating a team to deliver a seamless, premium, and personalized customer experience. This role focuses on driving sales through consultative customer interactions, ensuring service excellence, and maintaining operational efficiency in line with Emirates' Experiential Retail vision.
- Lead, coach, and motivate a team of Customer Sales & Service Agents to achieve individual and team sales targets while delivering exceptional customer experiences.
- Proactively engage with customers, assess their travel needs, and provide expert guidance on Emirates products, fares, and services to create tailored experiences.
- Maximize revenue opportunities by identifying cross-sell and upsell potential, focusing on premium products and Skywards loyalty program benefits.
- Foster a high-performance culture within the team by providing coaching, development, and feedback to enhance service delivery and productivity.
- Ensure a polished, professional retail environment that aligns with Emirates’ world-class hospitality and service standards.
- Resolve customer concerns with empathy and efficiency, adapting to evolving retail and operational challenges while maintaining a customer-first approach.
- Oversee in-store operations, including workflow management, staff scheduling, and maintaining high service standards.
- Utilize digital tools, Customer Relation Management (CRM) platforms, and queue management systems to streamline customer interactions and optimize store efficiency.
- Monitor sales performance and customer engagement metrics, implementing strategies to enhance revenue and service quality.
- Support in-store activations, VIP visits, and retail events, ensuring seamless execution and exceptional customer engagement.
- As per company norms for any EK.06 position, this requires an A-Level (equivalent to a high school diploma) with at least four years of experience.
- Excellent problem-solving skills and the ability to resolve customer concerns effectively.
Qualification
- Strong communication and interpersonal skills, with a passion for delivering exceptional service.
- Airline sales and contact centre experience.
Must have the right to live to and work in Amman
Salary & benefits
Competitive salary
