Customer Sales Manager

1 week ago

Beijing, Beijing, China Emirates Full time
Job Title: Customer Sales Manager

Job Purpose:

As a Customer Sales Manager at Emirates, you will be responsible for leading a large ticketing or reservation and ticketing office retail operation. Your primary goal will be to implement and maintain best practice policies and procedures, ensuring the retail office achieves local and network-wide commercial objectives.

Key Responsibilities:

  • Manage the day-to-day operations of the retail office team, ensuring excellent customer service is delivered consistently to all customers across Emirates products.
  • Coach, manage, develop, and motivate direct reporting agents and Customer Sales and Service Team Leaders, ensuring team and individual agent performance meets the required standard.
  • Ensure sales policies and retail office procedures are clearly understood, applied, and adhered to by the team.
  • Provide necessary on-the-job instructions and training to staff and new joiners, ensuring they understand sales policies and procedures.
  • Monitor the 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 among both reservations and ticketing teams.
  • 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 all revenue accountable documents, such as tickets and MCOs, ensuring usage is monitored to provide necessary accounts at the end of the day/shift.

Qualifications & Experience:

Commercial/Sales: 3+ Years

Vocational or Diploma (12+2 or equivalent):

Airline sales and contact center experience.

People management, coaching, and people development.

Knowledge/Skills:

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/E-mail.

Fluent in both English and Chinese.

Salary & Benefits:

Enjoy a competitive remuneration package, discounts on flights and hotel stays, and the opportunity to work with a leading airline.

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