Counter Manager (Travel Retail)

About the role

The Counter Manager is the operational and commercial leader of the CHANEL counter and Beauty Lounge in Changi Airport. The role is accountable for leading and developing the team, delivering an exceptional hospitality, while achieving commercial objectives.

Through strong clienteling, coaching, operational discipline and a visible presence on the floor, the Counter Manager ensures every client touchpoint reflects the excellence, creativity and service standards of CHANEL. The Counter Manager champions a seamless, elevated and personalised CHANEL journey and develops a team that confidently delivers CHANEL storytelling, beauty and fragrance services.

What impact you can create at CHANEL

1. Team Leadership & Coaching

• Lead, coach and develop the counter team to consistently deliver outstanding client service and commercial performance.
• Create a positive, high-performing team culture built on accountability, collaboration, confidence and continuous learning.
• Conduct regular one-to-one coaching, performance conversations and structured feedback to strengthen individual capability.
• Support onboarding and development of new team members, ensuring a strong understanding of CHANEL, its services, products and client-experience expectations.
• Lead by example through an active, visible and engaging presence on the floor.
• Build team capability in CHANEL storytelling, personalised consultation, service rituals, clienteling and seamless client handovers.

2. Commercial Performance

• Own and drive achievement of counter sales targets and key performance indicators, including conversion, average basket size, units per transaction, and client recruitment and retention.
• Monitor daily business performance, identify opportunities and implement actions to optimise results.
• Ensure the team confidently introduces relevant CHANEL categories, products, services and gifting opportunities.
• Drive clienteling activity to build meaningful, long-term client relationships and increase repeat business.
• Maximise commercial opportunities through appointments, events and tailored client outreach.
• Drive Beauty Lounge occupancy and conversion, including paid and complimentary experiences, through relevant consultation and recommendation.
• Use client insights, feedback and travel patterns to identify opportunities for top-client outreach and personalised engagement.

3. Client Experience & Clienteling

• Champion an elevated, personalised and consistent CHANEL client experience at every interaction.
• Ensure a seamless end-to-end client journey across the counter and Beauty Lounge, from first welcome through consultation, service, purchase, gifting, farewell and follow-up.
• Personally engage and host top clients, VIPs and appointment guests, ensuring tailored experiences and discreet, thoughtful service.
• Lead the team in delivering purposeful clienteling, including one-to-one consultations, private appointments, events and follow-up communications.
• Ensure all team members have thorough knowledge of CHANEL products, inspiration, and available services, including complimentary and paid services where applicable.
• Ensure clients are smoothly introduced and handed over between Concierges, Lounge Specialists and Beauty Advisors, with client needs and preferences clearly understood.
• Handle and resolve complex client situations with discretion, empathy, confidence and a solution-oriented approach.
• Foster a client-centric mindset that anticipates needs and creates memorable moments in a fast-paced travel-retail environment.

4. Operations & Standards

• Manage daily floor operations, including shift planning, team deployment, break coverage and peak-period staffing, to ensure seamless client service.
• Maintain the highest standards of counter presentation, merchandising, housekeeping, grooming and brand compliance.
• Oversee stock management processes, including stock availability, replenishment, inventory accuracy and appropriate control of testers and point-of-sale materials.
• Ensure the Beauty Lounge and service areas are prepared, appropriately staffed and maintained to deliver a premium, efficient and hygienic client experience.
• Ensure the counter operates in line with CHANEL policies, local regulations, airport requirements and health and safety standards.
• Communicate operational priorities and business updates clearly, ensuring the team is aligned and prepared to deliver.
• Monitor client flow, appointments and service capacity throughout the day, adjusting deployment as needed to protect both service quality and business performance.

5. Collaboration

• Build effective partnerships with the Travel Retail management team, airport retailer, store teams and relevant internal stakeholders.
• Collaborate with cross-functional partners to support product launches, animations, events, training initiatives and commercial priorities.
• Share market observations, client feedback and business insights to identify opportunities for continuous improvement.
• Partner with relevant teams to prepare and deliver elevated client moments for VIPs, appointments and key events.

You are energized by

• Inspiring and developing the team through daily floor presence, structured coaching and constructive feedback.
• Using business performance and KPIs to identify opportunities, take action and maximise results.
• Setting and upholding the highest standards of personalised service and seamless client journeys across every touchpoint.
• Building meaningful client relationships and ensuring top clients, VIPs and appointment guests receive thoughtful, tailored attention.
• Managing team deployment, floor flow, service capacity, stock and counter standards seamlessly throughout the day.
• Acting promptly and confidently in complex or high-pressure situations, using sound judgement.
• Partnering effectively with internal and external stakeholders to deliver shared objectives.

What you will bring

• Proven experience in a management role within luxury retail, beauty, hospitality or travel retail.
• Demonstrated success in 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.
• Excellent communication, coaching and interpersonal skills.
• Strong business acumen, with the ability to interpret performance data and translate insights into action.
• Confidence in CHANEL product storytelling, beauty consultation and relevant service rituals.
• Professional fluency in English
• Flexibility to work shifts, weekends, public holidays and peak travel periods, in accordance with airport trading hours.

What CHANEL can offer you

• Opportunity to work with one of the most well-known luxury global brands with a wealth of heritage.
• You will be empowered to take ownership of your impact within the brand.

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to Chanel.