Customer Sales Manager

4 weeks ago

Beijing, Beijing, China Emirates Full time
Job Purpose

As a key member of the Emirates team, you will be responsible for leading the retail office to achieve local and network-wide commercial objectives. You will ensure the highest level of service is delivered consistently to all customers across the full range of Emirates products, maintaining and improving sales revenue.

Key Responsibilities
  • Manage the day-to-day operations of the retail office team, ensuring excellent customer service and meeting and exceeding reservations sales targets.
  • Coach, manage, develop, and motivate direct reporting agents and Customer Sales and Service Team Leaders, maximizing individual productivity and performance.
  • Ensure sales policies and retail office procedures are clearly understood, applied, and adhered to by the team, interpreting information from Emirates Group and senior management.
  • Provide on-the-job instructions and training to staff and new joiners, conducting regular team briefings to ensure awareness of new products, policies, and procedures.
  • Monitor discipline, grooming, and conduct of the team.
  • Produce resource plans based on call and walk-in customer forecasts, delegating tasks based on staff ability and ensuring a fair distribution of work.
  • Analyze service level and revenue data to determine operational trends and provide solutions to increase sales, service, and quality.
  • Research, promote, and implement new programs, sales, service, and employee satisfaction initiatives to achieve contact center and network revenue, quality, and employee satisfaction targets.
  • Implement and maintain retail office standards, including furniture, brochure displays, and queuing, reservations, and telephony systems.
  • Control and maintain records for revenue accountable documents, preparing and reconciling end-of-day banking and bank monies as appropriate.
Requirements
  • Commercial/Sales experience: 3+ years
  • Vocational or Diploma: 12+2 or equivalent
  • Airline sales and contact center experience
  • People management, coaching, and people development
  • Working knowledge of retail office and airline industry procedures and methodology
  • Excellent knowledge of fares and ticketing, Skywards, and MARS reservations systems, and Emirates products and services
  • Excellent interpersonal, telephone, and customer service skills
  • Ability to work in a busy sales team environment
  • Selection skills training
  • PC-based skills to operate Windows packages such as Microsoft Word, Excel, and E-mail
  • Fluent in both English and Chinese

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