Job PurposeTo lead the retail store’s daily operations, ensuring a seamless customer experience while driving commercial success. You will be responsible for optimizing sales performance, maintaining service excellence, and fostering a high-performance team culture. Acting as the primary decision-maker on-site, you will uphold Emirates premium retail standards by delivering a personalized and engaging customer journey while ensuring operational efficiency and compliance with company policies.
To supervise daily retail operations in Travel Stores to ensure smooth, customer-focused experiences and adherence to Emirates’ brand and service standards. Drive operational excellence, sales performance, and team engagement within a service-driven environment, aligned with Emirates’ hospitality values and company strategy.
- Oversee daily store operations, ensuring service excellence, sales performance and compliance with Emirates’ standards consistent with the operational model of the Travel Stores.
- Drive sales through consultative engagement, product knowledge, and promotional execution to achieve revenue and performance targets.
- Deliver personalised, efficient, and professional service that reflects Emirates’ warmth and hospitality, ensuring prompt resolution of customer concerns.
- Guide, motivate and manage the performance of front-line staff, providing coaching and daily direction to maintain productivity, service excellence, and team morale. Identify training gaps and recommend upskilling needs in collaboration with the Line Manager.
- Track sales, service, and operational KPIs, providing insights and recommendations to enhance efficiency and customer satisfaction.
- Ensure the team’s image and uniform standards are maintained at the highest level, in strict accordance with the guidelines and manuals.
- Manage daily store operations, ensuring efficiency, service excellence, and adherence to Emirates’ retail and service standards.
- Implement the station’s sales strategy within the retail store, utilizing sales tools and insights to maximize direct sales opportunities.
- Drive revenue by fostering consultative selling, upselling, and cross-selling of Emirates products and services.
- Lead, mentor, and develop the retail team, ensuring motivation, engagement, and continuous performance improvement.
- Champion a high-quality, personalized customer experience, maintaining the highest service standards.
- Ensure strict adherence to image and uniform standards, reinforcing professionalism and brand representation at all times.
- Oversee store presentation, ensuring all service points, displays, and materials reflect Emirates’ brand identity.
- Act as the final escalation point for customer concerns, resolving issues efficiently while upholding service integrity.
- Monitor and analyse store performance, customer insights, and operational trends to enhance sales and service strategies.
- Ensure strict compliance with company policies, financial controls, and regulatory requirements, including the management of accountable documents.
QualificationQualifications, Experience and Skills:
- Graduate in business, hospitality, or a related field (preferred).
- Experience: 2+ years in luxury retail, hospitality, or store leadership.
- Proven ability to inspire, develop, and lead diverse teams.
- Strong understanding of digital retail tools, CRM systems, and analytics.
- Airline sales and contact centre experience.
Must have the right to work and live in South Africa.
To lead the retail store’s daily operations, ensuring a seamless customer experience while driving commercial success. You will be responsible for optimizing sales performance, maintaining service excellence, and fostering a high-performance team culture. Acting as the primary decision-maker on-site, you will uphold Emirates premium retail standards by delivering a personalized and engaging customer journey while ensuring operational efficiency and compliance with company policies.
Salary & benefits