Description

Role

Within the framework of defined internal procedures and the commercial objectives set for their scope, the Deputy Manager role is resolutely operational and strongly involved alongside our employees. This position is at the heart of field activity.

On a daily basis in the shops, you directly influence commercial performance, the organisation of operations, and team support. Methodical, structured, and results-oriented, you apply procedures, prioritise actions, and guarantee operational excellence as well as service quality in a high-traffic travel retail environment. Through your field commitment (merchandising, inventory, handling), you have a direct impact on shop performance, operational efficiency, and team engagement.

Main responsibilities / tasks:

Monitoring, animation and development of shop performance

• Analyse sales and key commercial indicators (turnover, average basket, shrinkage)
• Ensure regular monitoring of performance by shop and business sector
• Be a driving force in animating commercial performance and the dynamics of field teams
• Identify growth levers and propose concrete action plans
• Be proactive in developing commercial performance
• Contribute to communication and sharing of results to maintain team engagement

Operational management and shop upkeep

• Organise and ensure the proper implementation of commercial promotions, compliance with merchandising and price display
• Control product availability and appropriate shelf placement according to passenger expectations
• Ensure shop openings and closings comply with procedures and schedules defined with Geneva Airport
• Constantly ensure the good upkeep of shops (cleanliness, lighting, condition of furniture)

Management and customer service quality

• Support teams, as a "ONE TEAM" leader, in achieving their commercial objectives
• Recruit, integrate and train new employees
• Develop team skills through regular and tailored coaching
• Lead teams via daily briefings, set daily goals and assign individual tasks
• Guarantee excellent customer reception by applying the AURA programme and leading by example
• Ensure application of customer service standards and effective zoning of employees to optimise welcome and advice
• Maintain smooth and quality communication with teams and management
• Maintain a high level of team engagement and motivation in a positive dynamic

HR monitoring and individual performance management

• Conduct annual evaluations and ensure regular monitoring of skills throughout the year
• Identify training needs to develop each employee's performance
• Detect incidents or non-compliance with procedures, inform stakeholders (management / HR) and implement appropriate corrective actions (oral or written)

Sales assistance and cash handling

• Actively participate in sales and support employees by providing the means to sell (tester, product, price tag, etc.)
• Handle cash when the flow requires it (peak activity)
• Control and process sales cancellations

Administrative management of operations

• Enforce internal procedures: professional attire, presentation, schedules, reporting delays/absences, breaks, security (CIA, CIAV STEBs), cash handling
• Ensure proper functioning and maintenance of break rooms and changing rooms
• Control the daily schedule in line with customer flow, make adjustments if necessary (find replacement solutions for absences)
• Organise and supervise official biannual inventories and rolling inventories as needed within a framework defined by operations and the Supply department
• Ensure digital sales channels are operational as well as SCOs and vending machines

Theft prevention

• Raise awareness and train employees on theft prevention
• Apply the procedure in case of theft

Training division

• Participate in employee training, product skills development, AURA, soft skills to contribute to commercial performance
• Provide employees with commercial arguments and other training materials
• Organise training in collaboration with brands
• Ensure the minimum number of training hours is reached
• Participate in the creation of training materials

Required skills

Education and experience:

• Commercial training or equivalent
• Confirmed experience of at least 5 years in sales
• At least 2 years’ experience managing a sales team

Technical skills

• Proficiency with IT tools, notably SAP for sales extraction (training possible)
• Good understanding of commercial challenges and performance
• Fluent English; any other language is an asset

Required aptitudes / qualities:

• Interpersonal skills and professional demeanour
• Commitment and motivation
• Enthusiasm and dynamism
• Leadership and ability to unite a team
• Delegation skills
• Strong commercial sense and performance culture
• Service orientation and listening skills
• Rigour and organisational skills
• Diplomacy and courtesy