Customer Sales and Service Officer at Emirates

Job Purpose

• 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.
• 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.

Qualification
Qualifications, 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.

Deadline:5th January,2026