Retail Office Head – Customer Sales and Services at Emirates

The Retail Office Head is responsible for leading, coaching, and motivating a team of Customer Sales and Services Agents and Senior Agents to achieve individual, retail office, network targets, and overall commercial objectives. The role focuses on operational excellence, customer service quality, sales performance, and people development within a busy airline retail office environment.

Key Responsibilities

Team Leadership and Performance Management

Coach, develop, and motivate Customer Sales and Services Agents to achieve sales, service, and quality targets.
Lead day-to-day operations of the retail office team and ensure excellent customer service delivery.
Conduct regular performance reviews, set clear objectives, and implement development plans.
Provide continuous feedback to team members and management on performance and productivity.

Sales, Service, and Quality Management

Ensure the team consistently meets and exceeds reservations and sales targets.
Monitor discipline, grooming, and professional conduct of staff.
Ensure sales policies and retail office procedures are clearly understood and followed.
Conduct regular team briefings on new products, policies, and procedures.
Schedule and conduct quality monitoring for customer interactions and allocate coaching time.
Perform regular quality audits within the retail office and across the wider network to maintain global quality standards.

Training and Development

Identify individual and team training needs through coaching and quality monitoring.
Recommend and support appropriate training programs.
Ensure training outcomes are implemented and evaluate program effectiveness.
Provide on-the-job training and guidance to new joiners and existing staff.

Customer Complaints and Employee Engagement

Investigate customer complaints objectively and recommend corrective actions.
Liaise with team members and management to resolve issues effectively.
Measure employee satisfaction and recommend initiatives to improve engagement and morale.

Operations, Revenue, and Reporting

Ensure smooth running of reservations and ticketing operations during shifts.
Control and maintain revenue-accountable documents such as tickets and MCOs.
Prepare and reconcile end-of-day banking and financial records.

Retail Office Management Responsibilities

Manage allocation of resources within the retail office.
Work with the Sales Manager and Customer Sales and Services Manager to forecast staffing needs.
Support recruitment activities to ensure sufficient resources are available.
Analyze service levels and revenue data to identify trends and propose improvements.
Share best practices with airline contact centres and retail offices across the network.
Implement and maintain retail office standards, including furniture layout, brochure displays, queuing systems, reservations, and telephony systems.

Qualifications and Experience

Airline sales and contact centre experience.
Strong background in coaching, people development, and team leadership.
Working knowledge of airline retail office procedures and industry methodologies.
Knowledge of standard fares and ticketing, Skywards, and MARS reservation systems.
Selection and recruitment skills training will be an added advantage.

Skills and Competencies

Excellent interpersonal, telephone, and customer service skills.
Ability to work effectively in a fast-paced sales team environment.
Strong analytical skills for interpreting service and revenue data.
Proficiency in PC-based applications, including Microsoft Word, Excel, and email.
Strong communication skills in a professional business environment.

Eligibility

Must have the right to work and live in Tanzania.

Salary and Benefits

Competitive salary and benefits package.

How to Apply

This is a full-time position. Interested candidates are required to submit their applications through the official online application link provided by the employer. Only shortlisted candidates will be contacted.