Assistant Area Manager

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. 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

Skills

experience and

• 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.