Manage a large retail office operation by implementing and maintaining best practise policies and procedures and lead the retail office to achieve local and network wide Commercial objectives. Ensure the highest level of service is delivered consistently to all customers across the full range of Emirates products


Job Outline:

• Manage the day to day operations of the retail office team and ensure that all customers are provided with excellent customer service. Ensure the retail office team are aware of and work to consistently meet and exceed reservations sales targets.

• Coach, manage, develop and motivate direct reporting Customer Sales and Service Officers and Customer Sales and Service Team Leaders. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.

• Ensure that sales policies and retail office procedures are clearly understood, applied and adhered to by the team. Interpret information received from Emirates Group and senior management and communicate to the operation, thereby ensuring that up to date information on products and services is always available.

• Produce resource plans based on call and walk in customer forecasts. Monitor recruitment and attrition rates and collaborate with the Sales Manager and training departments to ensure adequate resource is recruited and competent in appropriate skills. Ensure training programs are delivered and put into effect and feedback provided on program success.

• Analyse service level and revenue data to determine operational trends and provide solutions to increase sales, service and quality. Regularly communicate with sales team, EGHQ departments such as Commercial and Reservations Services to share knowledge, ideas and best practise.

• Liaise with country management, EGHQ and Emirates network of contact centres and reservation offices to continually review and challenge processes to ensure effective and fit for purpose and to share knowledge, best ideas and best practice. Research, promote and implement new program, sales, service and employee satisfaction initiatives.

• In conjunction with the Sales Manager, direct, guide and assist Team Leaders and Officers in carrying out the functions for achieving the Targeted Sales/Service Level/Customer Service standards. To review continually the internal systems and procedures of the department, so that modification can be recommended to improve efficiency and productivity

• Benchmark retail office against other airline and business standards and make recommendations in anticipation of industry developments. Be commercially aware of what is happening with other carriers/customer service providers in their local market in order to ensure that Emirates is and remains best in class.

• Implement and maintain retail office standards such as furniture, brochure displays, queuing, reservations and telephony systems.

• Control and maintain records for all revenue accountable documents such as tickets and MCOs ensuring that usage is monitored in order to provide necessary accounts at the end of the day/shift. Prepare and reconcile end of day banking and bank monies as appropriate.

• Travel to other cities in Pakistan as required to manage and oversee the operations of Emirates retail stores located in those cities. Ensure that standards of customer service and operational efficiency are maintained uniformly across all locations. 

Commercial/Sales/ Other : 5+ Years

Vocational or Diploma (12+2 or equivalent) :

Airline sales and contact centre experience. Coaching and people development.

Knowledge/skills: Working knowledge of retail office and airline industry procedures and methodology.

Excellent knowledge of fares and ticketing courses, Skywards and MARS reservations systems and Emirates products and services.

Ability to communicate, negotiate and influence effectively. Selection skills training. 

PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail. 

The candidate must have the right to work and live in Pakistan.