Field Supervisor – Travel Retail (Airport Duty Free) Rivoli Group

THE JOB

The Field Supervisor is responsible for overseeing the performance within each key Duty Free location, driving sales targets and ensuring the brand image, merchandising, grooming standards, and customer service are consistently upheld. This role also involves team coaching, brand training, and reporting to elevate the brand’s presence within the travel retail environment. The candidate will be based at a key duty free location and will also be directly responsible for achieving sales targets.

Job Description

Sales & Retail Performance

• Drive sales performance across all assigned Duty Free POS and ensure monthly/quarterly sales targets are achieved
• Set and monitor individual and team sales objectives with structured follow-ups
• Collaborate with the Travel Retail Manager to identify business opportunities such as increased exposure, cross-branding and premium placements
• Collaborate with the manager to design and implement effective incentive schemes and performance-driven campaigns to enhance team motivation and productivity

Team Management & Development

• Supervise and motivate a team of frontline staff, ensuring alignment with Rivoli Group’s luxury retail standards
• Conduct regular on-floor coaching sessions focusing on selling skills, brand storytelling and objection handling
• Lead brand knowledge sessions to enhance product expertise across all categories and collections
• Organize and coordinate regular training sessions to ensure consistent knowledge, service, and operational excellence
• Provide constructive feedback, performance evaluations, and training plans to encourage individual development and career growth

Customer Experience & Service Excellence

• Ensure a consistent luxury service experience aligned with Rivoli’s customer service standards
• Train staff on handling customer objections, upselling, cross-selling, and building lasting client relationships
• Handle escalated customer queries professionally and follow up on customer concerns to ensure satisfaction and retention

Grooming & Brand Representation

• Enforce and uphold grooming standards as per Rivoli guidelines across all Duty Free POS
• Ensure staff maintain a polished appearance, professional posture and personal hygiene in line with brand and retailer expectations
• Regularly inspect and correct grooming, uniform compliance, and presentation to reflect the prestige of the brand

Brand Image & Visual Merchandising

• Guarantee the execution of brand standards across all locations, including visual merchandising, assortment, and novelty presentation
• Monitor competitive activity and provide regular market intelligence

Reporting & Communication

• Submit regular performance reports covering daily sales, staff productivity, training, feedback, competitor insights and operational issues to the Manager - Travel Retail
• Maintain comprehensive schedules including monthly rosters, airport passes, annual leave records, shopfloor visit, travel plan and training calendar