Retail Services Manager - Dubai, United Arab Emirates - Talent Pal

Description

Job Purpose: About theRole:

To manage all aspects ofEmirates inflight retail channels in alignment with the overallService Delivery strategy. Responsible for maximising additionalrevenues while ensuring the product mix reflects the Emirates brandpositioning and drives customer satisfaction. Lead and implementstrategic business plans to meet ecommerce on boarding sales andpreorders objectives ensuring retail success and guiding Cabin Crewto deliver best sales practices.

What you will do:

Manage the communication andresolution of all customer feedback and complaints related to onboard and preorder sales. Review product feedback trends improperusage inconsistent customer expectations and overall generalfeedback in order to enhance the overall customer experience.

Implement process improvements andefficiencies related to KPIs and systems enhance on board dataanalytics with the team and understand business aspects like cashvs card mix cabin class sales trends basket size sales and routesspecific packing lists.

Analyse and implementperformance tracking measures to monitor cash retail sales creditcard transactions and customer profiling in line with GDPRrequirements for better marketing and addressing cabin environmentissues to the relevant stakeholder.

Collaborate with Service Delivery Business Support and TechnologyPartners and crew to enhance sales point of sale and paymentsexperience including user interface and user experience. Addresspayment issues with acquirer internal finance teams and CASACustomer Affairs and Service Audit department and resolvecashiering issues with internal stakeholders.

Continuously review departmental systems procedures and practicesto enhance efficiency and productivity staying updated withexternal trends and sharing knowledge and best practices. Createsuperior reporting dashboards which will enable Emirates REDchannels to make strategic revenuegenerating decisions.

Communicate to the Service Delivery departments about theevolving business and operational needs of onboard and preorderchannels ensuring best practices for a seamless customerexperience.

Responsible for managing tasksrelated to business operations including onboard and preorderbusiness Emirates RED stores Emirates Flight Catering dnata andInflight Entertainment & Connectivity which includes thedistribution of physical and digital marketing assets.

Monitor competition in ground and airline travelretailoperators implementing product service and experience improvementsand recommending enhancements to ensure Emirates RED remains aleader in the industry.

Specific Job Accountabilities:

Sales Strategy and CrewEngagement

Lead and inspire cabincrew to develop skills and knowledge through on board salesstrategies familiarizing them with on board and preorder productsthrough coaching and training and following on board standards andprocedures.

Develop a Retail Training Centreof Excellence (RTCE) using modern methods like apps videos andanimations to educate crew on products sales strategies and Pointof Sale (POS). Ability to create a positive group environment andadapt to the learning needs of the participants focusing onthoroughness and attention to detail.

Emirates Red

Define the product and service mix for onboard and preorder retailchannels ensuring the strongest available category mix is availableand in stock to maximize sales and revenue.

Oversee and cultivate sustainable relationships with toptierexternal suppliers for Emirates RED inflight retail and stores.Ensure exceptional product quality service innovation and costefficiency while upholding the highest productstandards.

Qualifications & Experience: This jobmight be for you if you have:

Degreeor Honours (123 or equivalent)

8 yrs. InflightServices Inflight Administration Travel retail orcomparable

Youll have an edge if you possess:

Retail and Sales industry marketforces and industry players.

Experience withRetail Point of Sale (POS) systems and ecommerce retail platformspreferably Magento systems or similar.

Strongcommunication and interpersonal skills.

Excellent communication skills in both written and spoken English.Any other languages would be an advantage.

Proficient in MS Excel PowerPoint and remaining Office suites.

Able to manage and mentor the team to improveperformance through continuous development ensuring teamperformance standards meet corporate expectations supervising goodpractice behaviours and encouraging ethical behaviour.

Multitasking ability in busy environments

What Emirates canoffer you

A competitive salary paidtaxfree and reviewed annually

42 calendar daysannual leave plus public holidays

Fullrelocation package including flights shipping and optional hotelaccommodation on arrival

Annual leave travelreturn tickets home each year

Private medicalinsurance

Discounts on airline tickets for EKand partner networks

Travel benefits anddiscounts for friends & family

Education Support Allowance for childrens education in Dubai orabroad

Leadership Role: Yes

Safety Sensitive Role:No

Salary & Benefits: Join us in a management roleand enjoy an attractive taxfree salary. On top of our generoustravel benefits including discounted flights and hotel stays aroundthe world this managerial role also has an excellent leave andhealthcare package. Thats on top of transport benefits lifeinsurance and more.
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