
Assistant Manager, Concessions Sales
2 days ago
Job description:
We're looking for a dynamic, results-oriented, and service-focused individual to manage and enhance a premium customer engagement program in Changi Airport by managing Changi Airport's Shopping Concierge program. This role is crucial for integrating CAG's digital platforms (e.g., loyalty programs, e-wallets, online stores) with the airport's physical retail presence, while delivering high-touch, personalized experiences for both regular and high-value customers at partner locations. The ideal candidate is passionate about retail, analytical, adept at operations, and skilled in managing relationships.
Key Responsibilities:
Program & Vendor Management
- Oversee the appointed concierge service vendor, including daily operations, performance monitoring, and strategic alignment.
- Manage incentive programs, invoicing, and procurement activities related to the concierge service.
- Conduct regular audits and reconciliation of sales, customer interactions, and feedback metrics.
Stakeholder Engagement
- Collaborate with internal departments on marketing, loyalty programs, digital payments, and tenant relations matters.
- Engage external parties including tenant marketing and sales teams, premium brands, and vendor representatives to jointly drive concierge initiatives.
- Champion the concierge program, highlighting its value to partners and developing tailored strategies to drive sales and customer acquisition.
Customer Experience & VIP Handling
- Serve as the operational and strategic contact for events and activations targeting high-value customers.
- Attend and oversee concierge participation in special events, providing support and ensuring seamless VIP experiences.
- Mediate disputes and resolve issues with professionalism and tact.
Sales, Analysis & Reporting
- Conduct monthly analysis and presentations on concierge-attributed sales and customer acquisition KPIs.
- Develop and maintain dashboards and reporting systems to track concierge effectiveness and performance.
- Initiate and execute sales-driving campaigns leveraging data-backed insights.
Training, Digital Tools & Innovation
- Continuously train and develop concierge teams to enhance product knowledge and customer engagement competencies.
- Drive digital transformation for the concierge program by identifying and implementing tools such as CRM systems, communication platforms (e.g., messaging apps), and feedback tools.
- Develop and update Standard Operating Procedures (SOPs) to streamline concierge operations and service standards.
Key Metrics for Success:
- Sales uplift from concierge engagements.
- Volume of customer engagements and new customer acquisitions.
- Timely and effective execution of concierge-related campaigns, tools, and initiatives.
- Partner and internal stakeholder satisfaction with concierge program outcomes.
Requirements:
Qualifications & Experience
- Minimally a Bachelor's degree in any discipline
- Minimum 3 years of experience in retail, luxury sales, or customer experience management, preferably with exposure to personalized shopping or concierge services.
- Proven experience in vendor management, data reporting, and cross-functional stakeholder collaboration.
Skills & Attributes
- Strong interpersonal skills with a customer-first mindset and high service standards.
- Confident with sales data analysis, KPI reporting, and presenting insights to management and stakeholders.
- Comfortable with hands-on operational tasks and resolving on-ground issues.
- Proficient in using relevant tech tools such as CRM systems, communication platforms, and data analysis software.
- Energetic, composed, and poised in high-pressure or VIP scenarios.
- Self-motivated, adaptable, and curious with a growth mindset.
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