Exit Point Manager

2 weeks ago


Riyadh, Ar Riyāḑ, Saudi Arabia Global Blue Full time
Responsibilities
  • Ensure a satisfactory traveller experience
  • Manage refund agents: ensure a good coverage of exit points; ensure proper training of staff; contract management, invoicing, monitor KPI; prevent forced forex-conversion; strengthen our negotiation position
  • Manage airport authorities: first point of contact, strengthen our negotiation position
  • Manage customs authority: ensure to meet KPI; follow up on requests, relationship management
  • Manage refunding team: ensure acquisition and retention of talent; ensure meeting corporate standards; ensure proper training
  • Ensure compliance, prevent refunding mistakes and fraud
  • Ensure kiosks and hardware installed are always in good operational situation: technology and cleanliness
  • Ensure compliance with corporate policies, guidelines and procedures
  • Corporate identity: ensure correct usage of signage and uniforms
  • Visit all exit points regularly, meet airport authorities, local customs and refund agents
  • Ensure good communication flow with Sales
  • Identify possible enhancements related to Mobile Customer Care, Kiosks and Rex2 installations and inform manager
  • Influence the refund payment mix (credit cards vs. cash) in accordance with company strategy
  • Own the refunding P&L; identify and address deviations, opportunities and threats
  • Ensure optimal geographical coverage with refund points including outsourcing decisions

Main KPIs

  • Validation in less than 3 minutes
  • Refunding P&L
  • Refunding mistake ratio
  • Employee turnover
  • Non Cash Ratio

Internal Cooperation

Mainly cooperates with: Sales, peers in other countries, Quality Assurance, Accounting

Background and Education

  • Must be a Saudi national
  • Must have a commercial education
  • Must have experience in remotely managing entry-level staff
  • Helpful: experience in face-to-face customer contact

Specific Skills and Knowledge

  • Must be dedicated to service and customer satisfaction
  • Must be fluent in Arabic and English
  • Must be experienced in using office software
  • Must be able to organize himself and his team
  • Must take full ownership of the refunding operation
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