Retail Service Manager

Job Description

 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 Requirements

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  

Work Location (MRT)

Work Location