Retail Service Manager

Core Responsibilities:

Operations

Baggage Storage Operations

. Lead a team of 30-50 staff in the daily store operation across all terminals. Drive retail sales, ensure optimal performance, high level of customer service, security, and SOP are being followed.

. Conduct daily store visits to audit operational efficiency and identify opportunities for improvement.

. Establish, maintain and update all SOPs and conduct internal audit to ensure compliance and adopt best practices.

. Handle customers enquires, feedback/complaints, and follow up with service recovery.

. Ensure operational excellence and optimization of resources.

iShopChangi Operations

. Support ISC counters across all terminals and manage backend operations to ensure efficiency & quality.

. Manage inventory audit and stock levels to ensure accuracy.

. Handle customer feedback or escalations when necessary. Work closely with internal/external stakeholders on all implementations.

People

. Develop & implement training, refresher program. Responsible in leading onboarding & refresher training to equip staff with high competency & skills to perform all tasks i.e., wrapping, handle international delivery, laundry drop-off and other tasks assigned to them.

. Coach and conduct assessment on TL/ CSO competency level through training, quizzes etc.

. Plan monthly roster, tracker and leave administration for all subordinates.

Administrative & reporting

. Accountable for daily sales reconciliation and perform weekly sales report. Conduct spot check on cash float in store.

. Responsible for accurate reporting i.e., sales reconciliation, bag wrap, EOD, weekly sales, inventory, laundry sales, bag delivery, DHL etc, and ensure records are disseminated to CSO timely.

Others

. Handle other responsibilities that maybe delegated or stipulated by management team.

Job Specifications (Qualifications/Experiences):

. Degree in Business Management or equivalent from a recognized university preferred

. Minimum 5 years of supervisory experience in airport terminal operations or retail operations

. Possess excellent interpersonal, communication and organizational skills

. Able to work on Shift Duty