This is a brand new highly visible sales management and customer service role (International Services Manager) created to fulfil the specific need of a key premium department store client in London’s West End. You will be based 5 days per week at our client’s store in London managing the brand new International Shoppers Lounge. The role will be primarily focused on customer service, indirect sales and training. You will be acting as the first point of contact for the store team in support to the National Key Account Manager.

You will have oversight of a small team that may expand overtime and will have significant exposure to international customers which account for a large percentage of the stores sales.

The Fintrax Group is a Financial Services Company that specialises in tax refunds, multi-currency payments, credit card processing and point of sale technologies. Employing over 600 people worldwide, Fintrax provides international shoppers, merchants, card acquirers and banks with an expanding range of services, increasingly leveraging the latest mobile technologies.

Fintrax works with some of the most desirable luxury and retail brands in over 30 countries. The company has been on a strong growth trajectory, experiencing growth in revenues of over 20% and growth in profitability of over 30% annually since July 2011. This growth is set to continue with ambitious plans to double the business in 3 years and treble it in 5 years. These growth plans are based on a strong business model underpinned by megatrends such as the expansion of middle classes in emerging markets, growth in international travel and increasing luxury consumption.

-   Drive VAT refund conversion: this is not your normal sales / service role as for the most part you are giving money away to customers you just need to get them to take it

-   The successful candidate will need to become the onsite expert for the client in all Tourism activities including VAT Refunds, Hotel Concierge Relations, Currency Conversion, Training Activities and Reporting Results

-   Take Primary responsibility for the day to day running and management of the International Lounge and engagement of the current store team around VAT refunds

-   Take full responsibility for in store support and work with the client and NKAM to deliver staff training and incentives plus day to day management of all Premier products in the store

-   Based on the National Key Account plan work closely with the Key Account Manager to develop and deliver a strong tourism and sales management strategy to help grow tax free sales across their Flagship store

-   We already have relations with local hotels and hold events each year, in time you will also be tasked with building on these relations, networking and becoming a respected partner to hotels by delivering exceptional service to their VIP’s

-   Previous experience in customer services, relationship and/or sales management either in a retail, finance or tourism related industry

-   You should have an air of passion about you, to always want to succeed, generate new ideas and deliver exceptional service

-   We are looking for someone who is driven but has a happy, fun personality even when under pressure and being able to speak Arabic or Chinese would be advantageous

-   Effective Relationship builder and Networker with previous experience working within the Tourism and or Retail sectors

-   Fluent written and spoken English

-   Numerate

-   Fully proficient in MS Office and confident with technology

-   Confident communicator, presenter and relationship builder

-   Extensive knowledge of Retailing, Tourism Industry, Hotel, London Associations and Retail market desirable

-   Sales and Customer focused

-   Fluent written and spoken English

-   Additional Non EU Language an advantage : Arabic / Chinese

-   Knowledge of premium retailing, Tourism, and Retail desirable but not all essential

-   Experience in delivery of targets and/or soft selling

-   Display integrity, reliability and strong interpersonal skills

-   Proven ability to network and relationship management

-   Customer Service, Relationship Building, Retail Experience