Store Leader

Role Title Store Leader (Airport) Reports to Airport Manager or Airport Team Leader Location Australia/New Zealand Business unit Retail Updated April 2022 __________________________________________________________________________________ Role purpose To run a profitable Travelex business in line with our gold standards, company Philosophies and operational systems. The Store Leader is responsible for the overall performance of their assigned store, reporting into the Airport Manager or Airport Team Leader. To manage and grow the online fulfilment propositions covering retail stores and onsite ATM’s within the airport. Key accountabilities Grow sales and profitability of the store measured by: • Annual sales and profit growth. Increased on-online/ATM sales. • Customer retention Optimise the Customer Experience measured by: • Following the C.A.R.E selling model to maximise initial sales and future online sales • Social Media-Google reviews- encourage customers to add a Google review, Instagram and Facebook • Effectively train, coach, develop new starters and existing team members • Confidently approaching customer- identifying needs- effectively introducing the On- Line proposition for future transactions Maintain a safe, secure and compliant working environment measured by: • KYC Error Rate • Spot checks • OCR • Identify & escalate OHS/maintenance issues Store roster: • Work with the Roster Specialist to ensure all stores are manned effectively for trade covering/approving Annual Leave/Sick Leave Customer Service: • Provide outstanding professional service • Act with honesty and integrity at all times to create high trust relationships with the team and all customers • Customer objections- able to overcome customer objections and maintain professionalism at all times Leader & Motivator: • Drive sales in store and fellow team members to success using the regions vision and business plan as a guide • Set sales goals / deadlines on a daily basis and works to achieve and exceed these goals • Inspire and motivate team members to achieve sales results and personal results by assisting team members to set and achieve their own goals Job Description: Store Leader (Airport) Initial: • Create an environment for success • Lead by example in behaviour, attitude and sales performance Training & Development: • Joint interviews with Airport Manager/Airport Team Leader • Provide ongoing training and in store development, whereby each team member completes required Travelex training material • Coach team members on the behaviours, sales skills and knowledge required to be a successful team member within Travelex • Identify the needs and motivators of your stores team members and act accordingly • Support with people management including performance management Product Knowledge: • Demonstrate a strong knowledge of the features and benefits of all core products • Make confident suggestions to customers, providing them with the product/s that suits and fulfils their needs • Identify product knowledge gaps of team members and arrange training accordingly, involving relative stakeholders in the business Store Appearance: • Understand the current marketing campaigns and publications and how they add value to the customer • Ensure that the store is complying with the bright and shiny checklist and the correct POS/Marketing material is displayed Problem Solving & Analytical Skills: • Assume a commercially balanced approach, being able to judge customer needs against Travelex’s profitability • Analyse store sales performance data and all other sources of relevant information comparing the stores performance to its budget and/or stretch target and make adjustments for improvements • Probes for further information or greater understanding of a problem and makes rational judgements from the available information and analysis Communication • Conduct regular store meetings so that information is shared and inspire store team members to greater results • Conduct monthly one-on-one sales meetings with all team members and ensure they have an effective plan for success to action (If a store has more than one SC) • Ensure all team members attend Travelex events (Town Halls, conferences, training events, etc) • Sets clear expectations of the store • Ability to communicate effectively with all audiences • Fosters and maintains a proactive working relationship with the entire retail businesses Financial & Business Acumen • Understands, monitors, tracks and drives incentives • Execute business plan strategies set by the line manager to improve sales results • Understand and adhere to risk management policies Job Description: Store Leader (Airport) Initial: Time Management & Accuracy • Highly organised approach to work • Ability to Prioritise- work on multiple tasks at the same time, completing within required time frame and to a quality standard • Demonstrate effective time management skills to meet operational and compliance deadlines • Any other reasonable instructions as required by the business Role-specific experience and skills • Retail, cash handling and/or banking experience • Demonstrated success in sales with the ability to negotiate effectively • Excellent customer service skills • Good numerical ability • Demonstrated experience working with computer systems • Ability to work independently as well as in a team environment • Ability to handle routine activities with attention to accuracy and detail • Flexibility to work different shifts and locations as required General experience and personal qualities • Self-aware, open-minded with a high degree of personal and professional integrity • Positive – can do attitude, with the will to win • The ability to build and manage relationships, developing trust and credibility with customers, partners, peers, teams, internal and external stakeholders • A strong record of performance delivery through increased sales and/or performance against KPIs • The ability to analyse issues and solve problems Systems used • RTS • Outlook & Microsoft Office • Workday • The Lounge • SALT • E-tivity • Western Union