Role Title
Assistant Area Manager
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. The Assistant Area Manager will be responsible for coaching all Store Leaders, Sales Consultants, and supporting the coaching of Customer Care/Digital Coordinators to achieve KPI targets. The role will support store teams in maximizing initial sales and future online sales.
Key Accountabilities
* Deliver excellence in customer service—engaging, connecting, and adding value to each customer experience.
* Support teams to maximize walk-up sales, grow online sales, and ATM revenues.
* Coach team members and be a product expert on all Travelex products and ATM features.
* Promote online product ranges for future transactions.
* Work with leaders to improve customer service levels by implementing the customer care sales process.
* Overcome client objections and address complaints effectively.
* Support people management activities including coaching, rostering, leave management, recruitment, and performance management.
* Support product launches and promotions, ensuring team awareness and promotion of campaigns.
* Manage inventory and margins across airports.
* Ensure operations adhere to SOPs, company policies, including ATM, audit, risk, health & safety, security, and retail requirements.
* Support communication with all site staff and management.
* Maintain and grow relationships with landlords, airports, and concessionaires; support operational account management.
* Complete company training within required timescales.
* Share best practices and support imbuing them within the airport team.
* Assist with other related activities as required by the business.
* Provide timely feedback to the Area Manager on operations and colleagues’ performance.
Key interface/relationships
* Internal and external stakeholders: customers, partners, support functions, third parties
* Finance: reporting, budgeting, business case support
* HR: recruitment, development, performance management
* Marketing: POS, campaigns, customer collateral
* Pricing: rate analysis, margin reports, currency trends
* Product & Marketing: competitor analysis, training, product upgrades
* IT: support, hardware/software, rate board
* Retail management: budgeting, strategy, planning
* Facilities: store builds, network planning
* Online: order fulfillment
* Compliance, Operations, Risk: ensure trading within policies and regulations
Role-specific Skills, Experience, and Personal Qualities
* Ability to engage and present persuasively at senior management level.
* Exceptional customer service skills; able to overcome objections and address complaints.
* Deep knowledge of products, services, procedures, and sales processes including ATM operations.
* Commercial acumen.
* Experience working with computer systems.
* Highly analytical with coaching skills to improve performance.
* Experience working effectively in a matrix structure.
* Strong communication skills, both written and verbal.
Additional Qualities
* Embrace digital mindset and online fulfillment.
* Strong commercial judgment and integrity.
* Ability to build and manage relationships with stakeholders.
* Proactive sharing of best practices for continuous improvement.
* Professionalism in customer interactions.
* Experience in managing change in a multi-site environment.
* Results-driven with a track record of increasing sales and managing KPIs.
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