Counter Manager - Travel Retail (CHANEL, Changi Airport)

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 a high-performing team culture
• Drive counter sales targets and KPIs such as conversion, average basket size, units per transaction, client recruitment and retention; monitor daily performance and act on it
• Maximise commercial opportunities through appointments, events and client outreach, and drive Beauty Lounge occupancy and conversion
• Deliver a personalised client experience, host top clients and VIPs, and lead clienteling including private appointments and follow-up
• Ensure smooth handovers between Concierges, Lounge Specialists and Beauty Advisors, and handle complex client situations with discretion
• Manage daily floor operations, shift planning, break coverage and peak staffing, and maintain counter presentation, merchandising, housekeeping and brand compliance
• Oversee stock management, replenishment, inventory accuracy and control of testers and point-of-sale materials
• Keep the Beauty Lounge and service areas prepared, staffed and hygienic, and comply with CHANEL policies, local regulations and airport requirements
• Partner with the Travel Retail management team, airport retailer and store teams on product launches, events and training, and share market insights

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