Customer Sales & Service Officer

About the role

We are looking for a Customer Sales & Service Officer to lead the daily operations of our Emirates retail store in Jordan. The role combines sales leadership with service excellence, ensuring a seamless, personalized customer journey while driving commercial performance.

Key responsibilities

• Manage all aspects of store operations, maintaining efficiency, service excellence and compliance with Emirates’ retail standards.
• Implement the store’s sales strategy, using sales tools and insights to maximise direct sales, upselling and cross‑selling of Emirates products and services.
• Lead, mentor and develop a high‑performance retail team, fostering motivation, engagement and continuous improvement.
• Deliver a high‑quality, personalised customer experience and act as the final escalation point for customer concerns.
• Oversee store presentation, ensuring displays, service points and materials reflect the Emirates brand identity.
• Monitor and analyse store performance, customer insights and operational trends to refine sales and service strategies.
• Ensure strict adherence to image, uniform standards, financial controls, company policies and regulatory requirements.

Required profile

• Graduate in business, hospitality or a related field (preferred).
• 6–8 years experience in luxury retail, hospitality or store leadership, with at least 2 years in a supervisory or managerial role.
• Previous experience in the airline industry is preferred.
• Proven ability to inspire, develop and lead diverse teams.
• Strong understanding of digital retail tools, CRM systems and analytics.
• Airline sales and contact‑centre experience.
• Legal right to live and work in Jordan.

Required skills

• CRM systems
• Analytics
• Digital retail tools

What we offer

• Competitive salary
• Opportunity to work with a premium global airline brand
• Dynamic retail environment with growth potential