Counter Manager (Travel Retail)

About the role

The Counter Manager is the operational and commercial leader of the CHANEL counter and Beauty Lounge at Changi Airport. The role leads and develops the team, delivers an exceptional hospitality experience and achieves commercial objectives, with a visible presence on the floor and strong clienteling.

Key responsibilities

• Lead, coach and develop the counter team, including one-to-one coaching, performance conversations, onboarding and building capability in storytelling, consultation, service rituals and clienteling
• Drive sales targets and KPIs such as conversion, average basket size, units per transaction, client recruitment and retention, and maximise opportunities through appointments, events and client outreach
• Drive Beauty Lounge occupancy and conversion, including paid and complimentary experiences
• Deliver a personalised client experience, personally hosting top clients, VIPs and appointment guests, and ensuring smooth handovers between Concierges, Lounge Specialists and Beauty Advisors
• Manage daily floor operations, shift planning, team deployment, break coverage and peak-period staffing
• Maintain counter presentation, merchandising, housekeeping, grooming and brand compliance, and oversee stock availability, replenishment, inventory accuracy and control of testers and point-of-sale materials
• Ensure the counter complies with CHANEL policies, local regulations, airport requirements and health and safety standards
• Partner with the Travel Retail management team, airport retailer, store teams and other stakeholders on product launches, events, training and commercial priorities

Required profile

• Proven management experience in luxury retail, beauty, hospitality or travel retail
• Demonstrated success leading a client-facing team and delivering against sales targets and KPIs
• Strong understanding of clienteling, relationship building and personalised service in a luxury environment
• Professional fluency in English
• Flexibility to work shifts, weekends, public holidays and peak travel periods according to airport trading hours

Required skills

• Excellent communication, coaching and interpersonal skills
• Business acumen, interpreting performance data and turning insights into action
• Confidence in CHANEL product storytelling, beauty consultation and service rituals