Retail Services Manager - The Emirates Group

Job Purpose: About the Role:

To manage all aspects of Emirates inflight retail channels in alignment with the overall Service Delivery strategy. Responsible for maximising additional revenues while ensuring the product mix reflects the Emirates brand positioning and drives customer satisfaction. Lead and implement strategic business plans to meet ecommerce on boarding sales and preorders objectives ensuring retail success and guiding Cabin Crew to deliver best sales practices.

What you will do:

Manage the communication and resolution of all customer feedback and complaints related to on board and preorder sales. Review product feedback trends improper usage inconsistent customer expectations and overall general feedback in order to enhance the overall customer experience.

Implement process improvements and efficiencies related to KPIs and systems enhance on board data analytics with the team and understand business aspects like cash vs card mix cabin class sales trends basket size sales and routes specific packing lists.

Analyse and implement performance tracking measures to monitor cash retail sales credit card transactions and customer profiling in line with GDPR requirements for better marketing and addressing cabin environment issues to the relevant stakeholder.

Collaborate with Service Delivery Business Support and Technology Partners and crew to enhance sales point of sale and payments experience including user interface and user experience. Address payment issues with acquirer internal finance teams and CASA Customer Affairs and Service Audit department and resolve cashiering issues with internal stakeholders.

Continuously review departmental systems procedures and practices to enhance efficiency and productivity staying updated with external trends and sharing knowledge and best practices. Create superior reporting dashboards which will enable Emirates RED channels to make strategic revenuegenerating decisions.

Communicate to the Service Delivery departments about the evolving business and operational needs of onboard and preorder channels ensuring best practices for a seamless customer experience.

Responsible for managing tasks related to business operations including onboard and preorder business Emirates RED stores Emirates Flight Catering dnata and Inflight Entertainment & Connectivity which includes the distribution of physical and digital marketing assets.

Monitor competition in ground and airline travelretail operators implementing product service and experience improvements and recommending enhancements to ensure Emirates RED remains a leader in the industry.

Specific Job Accountabilities:

Sales Strategy and Crew Engagement

Lead and inspire cabin crew to develop skills and knowledge through on board sales strategies familiarizing them with on board and preorder products through coaching and training and following on board standards and procedures.

Develop a Retail Training Centre of Excellence (RTCE) using modern methods like apps videos and animations to educate crew on products sales strategies and Point of Sale (POS). Ability to create a positive group environment and adapt to the learning needs of the participants focusing on thoroughness and attention to detail.

Emirates Red

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

Oversee and cultivate sustainable relationships with toptier external suppliers for Emirates RED inflight retail and stores. Ensure exceptional product quality service innovation and cost efficiency while upholding the highest product standards.

Qualifications & Experience: This job might be for you if you have:

Degree or Honours (123 or equivalent)

8 yrs. Inflight Services Inflight Administration Travel retail or comparable

Youll have an edge if you possess:

Retail and Sales industry market forces and industry players.

Experience with Retail Point of Sale (POS) systems and ecommerce retail platforms preferably Magento systems or similar.

Strong communication 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 improve performance through continuous development ensuring team performance standards meet corporate expectations supervising good practice behaviours and encouraging ethical behaviour.

Multitasking ability in busy environments

What Emirates can offer you

A competitive salary paid taxfree and reviewed annually

42 calendar days annual leave plus public holidays

Full relocation package including flights shipping and optional hotel accommodation on arrival

Annual leave travel return tickets home each year

Private medical insurance

Discounts on airline tickets for EK and partner networks

Travel benefits and discounts for friends & family

Education Support Allowance for childrens education in Dubai or abroad

Leadership Role: Yes

Safety Sensitive Role: No