Airport Team Leader

Role purpose

To Manage ‘Travelex Retail’, ‘B2B Partner Retail’ and online fulfilment propositions, covering all retail stores and onsite ATMs within the Airport. You will be responsible for supporting the coaching of all Store Leaders and Sales Consultants to achieve revenue and profitability targets. The role will be driving sales and customer service across all areas.

Key

accountabilities
- Support Teams to drive walk up sales and ATM revenues
- Work with all leaders to improve Customer Service levels at stores
- Support with people management including coaching, full performance-based rostering, annual leave management, retention, recruitment and performance management
- Support with product launches and promotions
- Manage inventory and margins across the Airport
- Social Media-Google reviews
- encourage customers to add a Google review, Instagram and Facebook
- 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
- Support the Management of local relationships (landlords, airports etc) - 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
- Any other reasonable instructions as required by the business

Key interface/

relationships
- External stakeholders: customers, unions, partners, 3rd parties (e.g. CMS)
- Finance: reports, budgeting, business case support
- HR: recruitment, learning and development, performance management
- Business Development: tenders, new store sites, contract and lease negotiation
- 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
- Commercial acumen
- Highly analytical
- Works to coach individuals to improve performance
- Experience of working effectively in a matrix structure
- Strong written and verbal communication

General

experience and

personal

qualities

Commercial acumen
Protect the business by ensuring compliance to procedures, managing risks and escalating where appropriate to protect the reputational integrity of Travelex

Strong relationships
- 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

Management of change
- Experience of managing change in a multi-site environment
- Self-aware, open-minded with a high degree of personal and professional integrity

Customer Service:

- Provide outstanding professional service
- Act with honesty and integrity at all times to create high trust relationships with the team and all customers
- Customer objections
- able to overcome customer objections and maintain professionalism at all times

Training & Development:

- Joint interviews with Area Manager / and or team members
- Provide ongoing training and in store development, whereby each team member completes required Travelex training material
- Coach team members on the behaviours, sales skills and knowledge required to be a successful team member within Travelex
- Identify the needs and motivators of your stores team members and act accordingly

Support with people management including performance management

Performance and results focus
- A 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