Emirates Group

Manage a high-volume Retail Office and/or Contact Centre operation by implementing and maintaining best-practice policies, procedures, and Emirates brand standards. Lead, develop, and motivate teams to achieve local and network-wide commercial, service, and quality objectives, ensuring a consistent and premium customer experience across all Emirates products and customer touchpoints. Drive sales performance, operational excellence, employee engagement, and compliance while safeguarding revenue and the Emirates brand image.

• Manage the day-to-day operations of the Retail Office and/or Contact Centre, ensuring seamless delivery of service across reservations, ticketing, and customer support functions.
• Ensure Emirates brand image and service standards are consistently maintained across all customer touchpoints, including face-to-face, telephone, digital interactions, grooming, uniform compliance, and office presentation.
• Oversee office opening and closing procedures, queue management, telephony, reservations, and ticketing systems to ensure efficient and compliant operations.
• Drive achievement of sales, revenue, conversion, and service targets at individual and team levels, ensuring consistent performance against objectives.
• Analyse service level, quality, and revenue data to identify trends and implement corrective actions to improve sales performance, service delivery, and customer satisfaction.
• Promote, support, and implement commercial initiatives, campaigns, and network-wide programs aligned with Emirates commercial objectives.
• Coach, manage, motivate, and develop direct reporting agents and Customer Sales & Service Team Leaders.
• Conduct regular performance management reviews, setting clear objectives and development plans, and providing ongoing feedback and support.
• Maximise productivity, engagement, and retention while ensuring discipline, attendance, conduct, grooming, and uniform standards are consistently adhered to.
• Ensure sales policies, procedures, and Emirates standards are clearly communicated, understood, and applied by all team members.
• Deliver on-the-job training and support to new joiners and existing staff, including updates on systems, products, services, and procedures.
• Conduct regular team briefings to communicate new products, policies, procedures, and operational updates from Emirates Group and senior management.
• Develop effective resource and manpower plans based on call volumes, walk-in forecasts, and operational demand.
• Delegate tasks based on staff capability, ensuring fair workload distribution across reservations and ticketing functions.
• Ensure effective use, compliance, and governance of reservations, ticketing, CRM/queue management, telephony, and reporting systems.
• Maintain accurate administrative records and ensure adherence to audit, compliance, and internal control requirements.
• Control and reconcile revenue-accountable documents, including tickets and MCOs, and ensure accurate end-of-day banking and financial reconciliation.
• Act as a key liaison with EGHQ departments, including Commercial, Reservations Services, Finance, and the Emirates global network.
• Proactively manage escalations, resolve operational and customer-impacting issues, and support the team with cases requiring HQ intervention.
• Share best practices, insights, and improvement initiatives across the Emirates network.

• Manage and deliver general projects and special assignments as assigned by senior management or EGHQ, ensuring timely delivery within agreed scope, quality, and business objectives.
• Coordinate with relevant stakeholders, monitor progress, manage risks, and provide regular updates on project outcomes.
• Research, propose, and implement initiatives to improve sales performance, service quality, operational efficiency, employee engagement, and attrition levels.
• Ensure retail office and contact centre standards are consistently maintained, including furniture, branding, brochure displays, queuing systems, and customer flow.
• Proven experience in airline sales, retail office, and/or contact centre operations.
• Demonstrated experience in people management, coaching, and staff development.

• Strong knowledge of airline retail and contact centre operations, policies, and procedures.
• Excellent knowledge of fares, ticketing, Skywards, MARS reservations systems, and Emirates products and services.
• Strong analytical, administrative, and operational systems management skills.
• Effective stakeholder management and problem-solving ability, with the capability to act quickly and decisively.
• Excellent interpersonal, communication, telephone, and customer service skills.
• Ability to work effectively in a fast-paced, target-driven environment.
• Proficiency in Microsoft Word, Excel, and Email applications.

Must have the right to live & work in Iran.

Competitive Salary.