Customer Sales and Service Officer

Emirates; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading airline retailer in Cape Town is looking for a Retail Store Manager to oversee daily operations and ensure exceptional service standards. You will drive sales performance, lead a diverse team, and implement effective strategies to enhance customer experiences, reflecting the brand's premium reputation. This role requires a graduate in business or hospitality with over 2 years of experience in luxury retail or hospitality. Strong leadership and digital retail skills are essential.

Qualifications

• 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.

Responsibilities

• Oversee daily store operations, ensuring service excellence and compliance with standards.
• Drive sales through consultative engagement and product knowledge.
• Deliver personalized service that reflects warmth and hospitality.
• Guide, motivate, and manage the performance of front-line staff.
• Track sales and operational KPIs, providing insights to enhance efficiency.
• Manage daily store operations, ensuring adherence to retail standards.
• Implement sales strategies within the retail store to maximize opportunities.
• Champion a high-quality customer experience, maintaining service standards.

Skills

Leadership

Sales Performance

Customer Service

Team Management

Digital Retail Tools

Education

Graduate in business, hospitality, or a related field

Tools

CRM Systems

Job description

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.

Responsibilities

• 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.

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.

Must have the right to work and live in South Africa.

Salary & benefits