Stellenausschreibung

Main duties and responsibilities

Leadership for the Airport and City team, including hiring/dismissals, training, shift planning, vacation planning and declarations.
PE interviews with each team member on yearly base
Monitoring the team results and providing constructive feedback to ensure personal and team KPIs are achieved.
Responsible for building, maintaining, and achieving good relations with airport management, other airports, local customs and stakeholders relative to the refunding business at your Location.

Setup, maintain and chair regular meetings with airport stakeholders to ensure plans and expectations are being managed effectively.
Manage renovations, office changes or re-locations.
Involved in negotiation process
Working conditions and agreements with daily operations
Responsible for internal reporting of operational activities, tasks, and projects. Prepare daily, weekly, or monthly reports as needed to ensure Global Blue management has the data and information available to support decisions and trends. Responsible for maintaining a high quality of service for travelers and refund point operations, ensuring that:
Refund Manual and service guidelines defined by product and the business are up to date and practiced proficiently.
Continued Involvement and focus to improve rejected forms and mistakes ratio.
Productivity KPIs are being monitored and successfully achieved.
Sales and Marketing campaigns are implemented successfully and achieved the expected results.
Complaints are successfully handled and dealt with in a professional and speedy manner in cooperation with Customer Services and Frankfurt airport.
Local implementation of HW and SW requirements, sourcing and running support with Group IT is completed successfully.
Monitoring reported issues and Service Ticket controlling, main contact for iREX (and new System) issues and owner of certificates, request forms, etc.
VIP guests and requests are handled in alignment with merchant and traveler expectations.
Pro-actively comply with Global Blue policies, guidelines, and procedures, signaling fraud and preventing mistakes in refunding o Pro-actively continue to gain knowledge of best practices, organizing and providing training to the refund operations team.
Advise and report on suspicious activity or possible fraud, liaising with Global Blue Fraud teams.
Responsible for till and cash management for the office at the beginning and end of working hours to ensure the amounts are correct according to the company’s policy.

Responsible for verifying and refunding the Global Blue Tax-Free Forms of customers from different countries and providing the correct information about the refund procedure to the customers, such as:

Receiving Customs Stamp
Completion of personal information on the Tax-Free Forms
Amount of the Refund
Payment Options of the Refund
Responsible for the optimal presence of the Global Blue brand by ensuring local implementation of guidelines defined by Refund Operations
Propose improvements based on local experience.
Signage Airport and agents
Exterior and interior control and maintenance
Maintain good intercompany relationships and support with other departments:
Sales and other Refund Operations; Downtown offices/Agents
Responsible for maintaining a clean workspace following the Clean Desk Policy

Reporting and collaboration

The holder of the position collaborates with:

Airport Management
Customer Service Teams
Customs/Douane Employees
Other VROs and Agents
Other Airports
Internal (GB Global)
Deputy Manager – Refunding and Host Refund Manager and Operators at Tax Free Center City
Sales Support
Sales
Accounting

Main KPI’s

Team results
Number of refunded transactions
Refunding mistake ratio
Target for wallet and or campaign promotion results
Target for cash fee + FEX-results
Cash management
Employee turnover

Preferrable skills and competencies

Must have prior management experience in a similar role or industry (Travel and Tourism, Airports and Luxury Goods)
Must have entrepreneurial mindset, taking full ownership of role and responsibilities.
Must have a strategic mindset, and able to build and maintain relationships with senior level clients and partners.
Must be highly organized and able to plan multiple work streams and projects.
Must have a superior attention

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