Customer Sales & Services Team Leader The Emirates Group

To support the smooth operation of the Emirates retail store by leading and motivating a team to deliver a seamless, premium, and personalized customer experience. This role focuses on driving sales through consultative customer interactions, ensuring service excellence, and maintaining operational efficiency in line with Emirates' Experiential Retail vision. Lead, coach, and motivate a team of Customer Sales & Service Agents to achieve individual and team sales targets while delivering exceptional customer experiences. Proactively engage with customers, assess their travel needs, and provide expert guidance on Emirates products, fares, and services to create tailored experiences. Maximize revenue opportunities by identifying cross-sell and upsell potential, focusing on premium products and Skywards loyalty program benefits. Foster a high-performance culture within the team by providing coaching, development, and feedback to enhance service delivery and productivity. Ensure a polished, professional retail environment that aligns with Emirates world-class hospitality and service standards. Resolve customer concerns with empathy and efficiency, adapting to evolving retail and operational challenges while maintaining a customer-first approach. Oversee in-store operations, including workflow management, staff scheduling, and maintaining high service standards. Utilize digital tools, Customer Relation Management (CRM) platforms, and queue management systems to streamline customer interactions and optimize store efficiency. Monitor sales performance and customer engagement metrics, implementing strategies to enhance revenue and service quality. Support in-store activations, VIP visits, and retail events, ensuring seamless execution and exceptional customer engagement.