Lounge Supervisor

Global Blue presentation

Based on its leading Tax Free processing technology and through its additional services offer (including Marketing services, Business Intelligence and Customer experience), Global Blue is supporting retailers around the world to capture the growth of international shoppers.

Global Blue mission is to connect all stakeholders involved in the international shopping ecosystem, helping:

- More than 300,000 points of sale, including leading department stores and luxury brands, identify growth opportunities through smart data and intelligence solutions, increase footfall through data-driven marketing solutions and convert traffic into merchant revenue through innovative in-store technologies.
- More than 29 million international shoppers receive a seamless and personalised shopping experience, enabling them to claim back the VAT on their eligible purchases when they shop abroad and to pay in their home currency at a guaranteed best rate.
- More than 50 acquirers, at more than 150,000 points of interaction, benefit from additional revenue streams and offer merchants and travellers Dynamic Currency Conversion options and other Added-Value Payment Solutions.
- Customs & authorities in more than 40 countries increase country attractiveness and ensure a secure and compliant Tax Free Shopping scheme.

In 2019, Global Blue processed 36 million Tax Free Shopping transactions with a total value of €18.2 billion sales in store, and 28 million Added-Value Payment Solutions transactions with a total value of €4.4 billion sales in store. More recently, Global Blue has announced its ambition to extend its expertise in omnichannel RetailTech solutions, through the creation of Global Blue Ventures.

Your role

Reporting directly to the Director of Operations of Global Blue France and in regular contact with our sales and marketing departments, you will be responsible for the smooth running of the VIP lounge. You will manage your multicultural team of lounge assistants (6 people with 2 to 3 years experience in this position).

Main missions:
o Operations management:

- You are responsible for the quality of the reception of international tourists referred to our lounge
- You will be responsible for the reimbursement of Global Blue vouchers in accordance with local regulations and group procedures
- You are responsible for ensuring that tax-free refund rules are properly applied and that operations are reliable
- In support of the marketing and communication department, you will contribute to the implementation of marketing campaigns and lounge events
- As the person in charge of tax-free collection in the field, you will also supervise the operations of the other GB France reimbursement points

o Cash management and reporting
- You will manage the day-to-day cash operations related to transactions: cash orders and delivery, counting and inventory, closings
- You are in charge of proposals to optimize the financial flows of the lounge in accordance with the group's financial policy (good estimates of cash orders)
- You enforce the security rules in terms of cash management
- You carry out the reporting of your activities (CRM and ad hoc reports)
- You analyze the actions to be taken to guarantee the generation of flows from Globe Shoppers to the Lounge for customers of the Lounge target and from Globe Shoppers to the exhibiting brands (Drive To Store)
- You monitor the Return Ratio (performance KPIs) and take all actions suggested by your management to improve or maintain it at a high level.

o Leading the team
- You will motivate, encourage and energize your team. You will lead your team on a daily basis by defining schedules and ensuring that the activity peaks are sufficiently staffed,
- In accordance with our HR policy and labor law, you are responsible for the daily and weekly rest periods and the regular vacation time of the team (CP and RTT),
- You define the training needs and propose actions to develop the skills of your employees
- You follow up and evaluate your employees within the framework of our HR policy
- You are responsible for the good cohesion and the good level of commitment of your team

o Quality of service

You ensure with your team a quality reception of the customer that meets the standards of luxury in a constant concern to serve the customers better
- First and foremost, you enforce the quality of welcome and service of the Global Blue VIP Lounge, as defined by the Group
- You are a driving force in developing quality procedures adapted to the requirements of the Global Blue VIP Lounge activity
- You will make your employees aware of the requirements of hospitality, rigor in the execution of reimbursement operations, compliance with rules of conformity, respect for the safety of people and property, and sanitary measures in force
- You are responsible for the good maintenance of the premises and you ensure its upkeep in constant relation with the general services.