Assistant Manager, Concessions Sales

Company description:

Changi Airport Group (CAG) is the manager of Singapore Changi Airport, a leading air hub in Asia and one of the world's most awarded airports. As airport manager, CAG performs the key functions of airport operations, air hub development, retail and commercial activities, infrastructure development and airport emergency services. CAG also manages Seletar Airport, and through its subsidiary, Changi Airports International, it takes Changi's presence beyond Singapore's shores through consultancy projects and investments in foreign airports. Come join us today

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.