Customer Sales and Service Officer

Emirates; Cape Town; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading airline company in Cape Town seeks to hire a Retail Manager to oversee daily operations, ensuring exceptional customer experiences and driving sales. The ideal candidate has over 2 years of experience in luxury retail or hospitality and possesses strong leadership skills. Responsibilities include managing store performance and implementing sales strategies. A graduate in business or a related field is preferred.

Qualifications

• 2+ years in luxury retail, hospitality, or store leadership.
• Proven ability to inspire and lead teams.
• Strong understanding of digital retail tools.

Responsibilities

• Manage daily store operations ensuring service excellence.
• Implement sales strategies to maximize direct sales.
• Drive revenue through consultative selling.

Skills

Inspiring diverse teams

Digital retail tools

CRM systems

Education

Graduate in business, hospitality, or related field

Tools

Sales analytics

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.

Key Responsibilities

• 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 analyze 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