Floor Supervisor – Travel Retail (Airport Duty Free)

Job Description

The candidate will be based at a key duty free location and will also be directly responsible for achieving sales targets.

• Drive sales performance across all assigned Duty Free POS and ensure monthly/quarterly sales targets are achieved
• Set and monitor individual and team sales objectives with structured follow-ups
• Collaborate with the Travel Retail Manager to identify business opportunities such as increased exposure, cross-branding and premium placements
• Collaborate with the manager to design and implement effective incentive schemes and performance-driven campaigns to enhance team motivation and productivity

• Supervise and motivate a team of frontline staff, ensuring alignment with Groups luxury retail standards
• Conduct regular on-floor coaching sessions focusing on selling skills, brand storytelling and objection handling
• Lead brand knowledge sessions to enhance product expertise across all categories and collections
• Organize and coordinate regular training sessions to ensure consistent knowledge, service, and operational excellence
• Provide constructive feedback, performance evaluations, and training plans to encourage individual development and career growth

• Ensure a consistent luxury service experience aligned with customer service standards
• Train staff on handling customer objections, upselling, cross-selling, and building lasting client relationships
• Handle escalated customer queries professionally and follow up on customer concerns to ensure satisfaction and retention

• Enforce and uphold grooming standards as per guidelines across all Duty Free POS
• Ensure staff maintain a polished appearance, professional posture and personal hygiene in line with brand and retailer expectations
• Regularly inspect and correct grooming, uniform compliance, and presentation to reflect the prestige of the brand

• Guarantee the execution of brand standards across all locations, including visual merchandising, assortment, and novelty presentation
• Monitor competitive activity and provide regular market intelligence

• Submit regular performance reports covering daily sales, staff productivity, training, feedback, competitor insights and operational issues to the Manager - Travel Retail
• Maintain comprehensive schedules including monthly rosters, airport passes, annual leave records, shopfloor visit, travel plan and training calendar

• 35 years experience in a similar supervisory role within the luxury retail, watches, or travel retail environment
• Bachelors degree in Business, Marketing, or a related field preferred
• Experience working with high-end brands
• Strong leadership and coaching capabilities
• Good knowledge of brands within the the portfolio
• Sales-focused with sharp analytical and reporting abilities
• Excellent communication and interpersonal skills
• High attention to detail in grooming, service delivery, and brand presentation
• Proficiency in using Microsoft office (Excel, PowerPoint etc)
• Strong understanding of duty free operations, customer profiles and airport retail dynamics