Reports to

State Manager

Location

Australia / New Zealand

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.