Customer Ambassador and Performance Coach
We are looking for an experienced and knowledgeable Customer Ambassador & Performance Coach that will define service standards in line with Jazeera and retail industry bench mark to deliver and coach store staff to achieve required standards to join our Duty Free Team.
Key Responsibilities and Duties:
- Promote the Duty Free business enthusiastically and passionately to customers, brands and external partners at all times, ensuring that the business is always portrayed in the best light.
- Take responsibility for customer experience in the terminal and ensure that supervisors are delivering exceptional standards at all times.
- Coach and mentor the team at all levels to be the best in line with the Jazeera service standards to form an end to end customer journey.
- Take ownership for personal shopping, lounge and VIV retail operations and sales targets, stepping in when required to handle high net worth clients.
- Improve in store service by optimizing staff planning, product knowledge and engagement.
- Actively help to plan in-store activations and track successes.
- Provide active leadership to the team, and be prepared to support with duty management, if required.
- Build relationships with key stakeholders to include Duty Free Wholesaler, VIV & Pearl Lounge, Brands, Marketing, HR, Finance etc.
- Complete routine market visits and analyze data to understand best sellers, retail trends and commercial data.
- Be the point of contact for social media content creation and work closely with the marketing team.
- Evaluate employee’s performance and identify performance-related goals and objectives.
- Provide ongoing feedback about areas of improvement and monitor progress of goal achievements.
- Demonstrate empathy and possess ability to adapt and approach the team/individual while maintaining a sense of self.
- Maintain personal professional development to ensure high standards of coaching and mentoring.
- Plan and support monthly staff engagement meetings and design reward tools.
- Adapt and produce training materials for the duty free business while as well as Assist in the development of training syllabi in all areas of non-mandatory training.
- Produce quarterly and annual training calendar in line with the people plan.
- Conduct periodic service and product training with the staff to ensure distinguished in store services.
Requirements and Qualifications:
- Minimum Bachelors degree in related field.
- Minimum 8 years of relevant experience in Customer Service in a supervisory role with proven experience in coaching, either as a practicing professional coach, or as a significant part of a role in the development of people.
- Sales, customer service, or retail experience is strongly preferred.
- Clear coaching methodology.
- Processes for measuring performance and success.
- Excellent Verbal and Written Communication in English.
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