Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

•    To lead and supervise the front-office team at Dubai International Airport.
•    Ensuring smooth daily operations, exceptional customer service, and achievement of sales and operational targets. 
•    The Team Leader serves as the first line of management, driving performance, maintaining service excellence, and ensuring compliance with company policies in a fast-paced airport environmen

What you will do:

Customer Service & Sales
•    Ensure high levels of customer satisfaction by delivering a seamless rental experience.
•    Handle escalated customer issues and complaints promptly and professionally.
•    Drive upselling of additional products and services (insurance, upgrades, GPS, etc.) to meet revenue targets.
•    Monitor and coach team members to enhance their service delivery and sales performance

Team Leadership
•    Supervise, train, and support front-office staff (Customer Service Representatives).
•    Conduct daily briefings, assign duties, and monitor staff schedules to ensure adequate coverage.
•    Lead by example in professionalism, punctuality, and customer handling.
•    Support recruitment, onboarding, and ongoing performance evaluations.
•    Operational Excellence
•    Oversee rental processes including check-outs, returns, upgrades, and vehicle exchanges.
•    Ensure all documentation and invoicing are completed accurately and on time.
•    Monitor vehicle availability and coordinate with the fleet team to minimize wait times.
•    Enforce company policies, airport regulations, and safety standards.

Reporting & Compliance
•    Track branch KPIs: customer satisfaction, revenue per transaction, upsell ratios, etc.
•    Prepare daily shift reports and escalate key issues to the Branch Manager.
•    Ensure data accuracy in rental management systems.
•    Maintain audit-ready documentation and enforce compliance with internal controls