Airport Coordinator

Who we are:

At Global Blue, we firmly believe that enhancing the shopping experience drives performance.

Our mission is to seamlessly connect shoppers and brands worldwide by simplifying the shopping experience and boosting retailer performance. With over 40 years of industry expertise, we have pioneered Tax Free Shopping and expanded into the Payment and Post-Purchase business.

As a technology partner, we lead our industries with innovative technology and data-driven insights, bringing unparalleled value at every touchpoint along the shopping journey. We support retailers in handling over 35 million Tax Free Shopping transactions every year and our payment partners in elevating the experience of more than 31 million transactions worldwide. Our post-purchase solutions also cater to the needs of over 47m e-commerce shoppers. Listed on the New York Stock Exchange, we generated €20bn Sales in Store and €311M revenue in FY 2022/23.

Our diverse community of over 2,000 employees represent more than 80 nationalities across 53 countries. At Global Blue, we cultivate a culture of empowerment, encouraging our teams to collaborate and support one another.

Together, we innovate, create, and strive towards a brighter future for the businesses we serve.

With Global Blue, enjoy the journey.

Main duties and responsibilities

• Ensure a satisfactory traveller experience
• Support and monitor refund agents: ensure proper training of staff, invoicing, monitor KPI; prevent forced forex-conversion; strengthen our negotiation position
• Support airport authorities: local point of contact, strengthen our negotiation position
• Support customs authority: Ensure to meet KPI; follow up on requests, relationship management
• Manage validation team: ensure acquisition and retention of talent. Ensure meeting corporate standards. Ensure proper training. Liaise with staffing agency. Ensure 24/ presence. Prepare shift plans. Step in personally in case of unplanned absences
• Ensure compliance, prevent refunding mistakes and fraud
• Ensure kiosks and hardware installed are always in good operational situation: technology and cleanliness
• Ensure compliance with corporate policies, guidelines and procedures
• Corporate identity: ensure correct usage of signage and uniforms
• Ensure good communication flow with Sales
• Identify possible enhancements related to Mobile Customer Care, Kiosks and Rex2 installations and inform manager
• Influence the refund payment mix (credit cards vs. cash) in accordance with company strategy
• Identify and address deviations, opportunities and threats

Main KPIs

• Traveller Satisfaction
• Validation in less than 3 minutes
• Refunding mistake ratio
• Refund Ratio
• Non-Cash Ratio

Background and Education

• Must be a Saudi national
• Must have a commercial education.
• Must have experience in managing entry-level staff.
• Helpful: experience in face-to-face customer contact

Specific skills and knowledge

• Must be dedicated to service and customer satisfaction.
• Must be fluent in Arabic and English.
• Must be experienced in using office software.
• Must be able to organize himself and his team.
• Must take full ownership of the operations at their specific airport
• Minimum work experience: 3 years
• Must be able to handle stress.

At Global Blue, we foster career growth through internal mobility, a multicultural environment, and an Agile Working Model that supports work-life balance and team spirit. Committed to sustainability, we prioritize positive impacts for employees, clients, and communities. Guided by our 5 Ways of Working, we focus on client satisfaction, collaboration, innovation, and value creation. As forward thinkers, we embrace open dialogue, continuous learning, and shared success to shape the future while delivering tangible results.