FIND_THE_RIGHTJOB.
Cluster Leader
India
Role Title
Assistant Area Manager
Reports to
State Manager
Location - Perth South
Australia
Business unit
Retail
Role purpose
To lead a team of frontline colleagues to manage and grow profitability of all retail stores and ATM Business. To build and maintain effective B2B Partner Relationships with Airport Authority and Airport Concessionaires/businesses. Assistant Area Manager will be responsible for coaching of all Store Leaders, Sales Consultants and supporting the coaching of all Customer Care/Digital Coordinator roles to achieve KPI targets. The role will be supporting the store teams in maximising all initial sales and all future on -line sales.
Key
accountabilities
- Delivering excellence in customer service- engaging, connecting, and adding value to each customer experience.
- Support Teams to maximise initial walk-up sales /grow future online sales and ATM revenues.
- Coach team and be a product expert of features and benefits of all Travelex Products/ATM machines.
- Promote to all customers our online product range for all future transactions.
- Work with all leaders to improve Customer Service levels at stores by effectively implementing the Customer care sales process.
- Able to overcome client objections and address client complaints.
- Support with people management including coaching, full performance-based rostering, annual leave management, retention, recruitment, and performance management.
- Support with product launches and promotions – understanding all current market campaigns ensuring all team are across campaign and promoting.
- Support Manage inventory (Inventory role) and margins across the Airport.
- Execute operations in line with standard operating procedures and coach staff on operating disciplines - adhere to Company and location policy and procedures, including ATMs, Audit, Risk, Health & Safety, Security and Retail requirements.
- Support communication for all site staff and management
- Maintain and grow effective local relationships (landlords, airports, concessionaires/businesses etc) – support teams to drive excellence in the day-to-day operational account management.
- Undertake Company training within required timescales & of the entire Team.
- Share best and implement good practice within the Airport.
- Support and imbed any other related activities as required by the business.
- Provide timely feedback to Area Manager in relation to their business area including operations and colleagues’ performance.
Key interface/
relationships
- Internal and External stakeholders: customers, partners, internal support functions, 3rd parties
- Finance: reports, budgeting, business case support
- HR: recruitment, learning and development, performance management
- Marketing: in store POS, promotions / campaigns, customer collateral
- Pricing: pricing strategies, analysis of rates, margin reports, currency trends
- Product & Marketing: competitor analysis, training, product upgrades
- IT: support, hardware and software, rate board
- Retail management: budgeting, strategy, and planning
- Facilities: store builds and network planning
- Online: order fulfilment
- Compliance, Operations, Rigour Risk: ensure trading within policy & as per regulatory licence(s)
Role-specific
experience and
skills
- Ability to engage and present persuasively at Senior Management level.
- Exceptional customer service skills. Able to overcome client objections and successfully address client complaints.
- Demonstrate excellent knowledge of all products, services and procedures including customer care sales process and ATM’s.
- Commercial acumen
- Demonstrated experience working with computer systems.
- Highly analytical
- Works to coach individuals to improve performance.
- Experience of working effectively in a matrix structure
- Communicates effectively, strong written and verbal communication
General
experience and
personal
qualities
Commercial acumen
- Embracing Digital mindset and online fulfilment proposition.
- Strong commercial acumen and ability to apply solid commercial judgment in their area of expertise.
- Protect the business by ensuring compliance to procedures, managing risks, and escalating where appropriate to protect the reputational integrity of Travelex.
Strong relationships
- Self- aware, open minded with a high degree of personal and professional integrity-The ability to build and manage relationships, developing trust and credibility with customers, partners, peers, teams, internal and external stakeholders.
- Proactive sharing of best practice to peers and teams for continuous improvement of performance in their area of expertise
- Ability to emphasize and maintain professionalism in customer interactions.
Management of change
- Experience of managing & executing change in a multi-site environment
- Self-aware, open-minded with a high degree of personal and professional integrity
Performance and results focus.
- Flexible and embracing Airport uniqueness.
- Demonstrates proactiveness and self-motivation.
- Demonstrates Personal Excellence
- A strong record of performance delivery through increased sales, cost management, performance against KPIs
- The ability to analyse issues, develop solutions and influence key decisions, balancing risk with results.
- Drive customer focus in everything we do to gain and retain high quality customers for the long-term success of Travelex.
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