Customer Sales & Services Team Leader (Amman)

About the role

Support the smooth operation of Emirates' retail store in Amman by leading and motivating a team to deliver a seamless, premium, and personalized customer experience. The role focuses on driving sales through consultative interactions, ensuring service excellence, and maintaining operational efficiency.

Key responsibilities

• Lead, coach and motivate a team of Customer Sales & Service Agents to meet sales targets and deliver premium customer experiences.
• Engage customers, assess travel needs and provide expert guidance on Emirates products, fares, Skywards loyalty benefits and premium services.
• Identify cross‑sell and upsell opportunities to maximise revenue, focusing on premium products and loyalty programmes.
• Oversee in‑store operations including workflow management, staff scheduling and maintaining high service standards.
• Utilise digital tools, CRM platforms and queue‑management systems to streamline interactions and improve store efficiency.
• Monitor sales performance and customer‑engagement metrics, implementing strategies to enhance revenue and service quality.
• Support in‑store activations, VIP visits and retail events ensuring seamless execution.

Required profile

• At least an A‑Level (high school diploma) with a minimum of four years’ experience in airline sales or contact‑centre environments.
• Strong communication and interpersonal skills with a passion for delivering exceptional service.
• Excellent problem‑solving ability and the right to live and work in Amman.

Required skills

• Proficiency with CRM platforms.
• Experience using queue‑management systems.
• Ability to work with digital tools for retail operations.

What we offer

• Competitive salary.