Client Services Manager
- Sydney, NSW
- Permanent
- Full-time
Lotte Duty Free is one of the world’s leading retailers and a renowned name in South Korea, known for bringing the best in luxury shopping to travellers worldwide. Operating across 17 locations in 6 countries and 11 airports, it is strategically positioned in some of the most coveted destinations, including Australia, Japan, South Korea, Singapore, Vietnam, and the USA. We showcase a world of luxury brands in cosmetics, perfume, watches, jewellery, liquor, wine, and more, offering an exciting shopping experience infused with Korean excellence.Headquartered in South Korea, Lotte Duty Free is a household name, synonymous with delivering excellence in customer service and a long heritage as the most trusted travel partner.Oceania, the region to which Australia belongs, hosts three locations: Melbourne Airport, Brisbane Airport, and the Sydney Downtown Store.THE OPPORTUNITYWe are looking for a Client Services Manager to ensure Lotte Sydney is represented to the highest standard, with a strong focus on delivering an exceptional level of personalised customer service to our VIP and TIV clients in store.This role will be responsible for implementing and maintaining customer-centric strategies that drive engagement, loyalty, retention, and sales growth. You will be working in a customer-centric environment with a friendly and diverse team.YOUR DUTIES WILL INCLUDE:Key KPI’s – Budgeted Sales, GP Targets
- Drive sales by building strong VIP/TIV relationships, delivering exceptional service, and supporting the team on the shop floor.
- Identify growth opportunities, authorise discounts, and provide competitor insights to the Store Manager.
- Oversee the Concierge desk, customer service processes, store presentation, stock levels, and compliance with policies.
- Ensure security, health and safety, and complete daily opening/closing procedures.
- Maintain dress standards and ensure team compliance.
- Attend and promote compulsory brand trainings.
- Lead by example on the shop floor, especially during peak periods, and support a positive team culture.
- Identify and escalate behavioural, disciplinary, or security issues.
- Ability to speak fluent Mandarin (essential)
- Management experience
- Exceptional customer service skills
- Previous retail/sales experience in beauty, fragrance, or cosmetics (required)
- Ability to motivate staff to increase sales
- Strong interpersonal skills, including verbal and written communication
- Access to sales management incentive program
- Team discount program
- Uniform provided
- Sales & product training program
- Employee assistance program and health initiatives
- Private health insurance discount
- Lotte new employee induction & safety leagues program
- Long-term career & professional development opportunities
- Recognition of service awards ($ gift cards)
- Safe, diverse & inclusive work environment with a supportive culture
- Location: Sydney Downtown Store - Market St.
- Full-time position - 76 hours per fortnight
- 2-week rotating roster and availability to work a flexible schedule, including weekends and public holidays