WHO WE ARE
Avolta is the world’s leading and largest Travel Experience (Retail, Convenience, F&B) company (https://www.avoltaworld.com/en) with >5,500 outlets, >1,200 locations, >77,000 employees in more than 70 countries and annual revenue of Swiss Francs CHF 13.5 Billion in 2024.
We operate primarily at airports as well as other travel channels, including motorways, railways, cruises, border shops, downtown.
We are on a journey towards our Destination 2027 strategy, creating a travel experience revolution by putting the traveler at our core. Based on four strong pillars including delivering the Travel Experience Revolution, Diversifying our Geographical Presence, further fostering a Culture of Continual Improvement, and Sustainability, our strategy is ultimately powered by our people.
In Asia Pacific, we are present in more than 10 countries, including India, Sri Lanka, Maldives, China, Hong Kong, Macau, Japan, Vietnam, Malaysia, Singapore, Indonesia and Australia.
PURPOSE OF THE ROLE
As part of the regional Omnichannel Experience function, the Traveller Experience Director is responsible for all traveller-facing service training, standards, and coaching, focusing on elevating the traveller journey and in-store experience; and partners country teams to ensure consistent, high-quality execution and measurable improvement across all APAC business lines (Travel Retail, Convenience, Food & Beverage). The Traveller Experience Director plays a key role in driving guest loyalty, enhancing brand reputation, and supporting business growth across the region.
RESPONSIBILITIES
Traveller Experience Standards
- Partner with country Operations and People, Culture & Organization (PC&O) teams to roll out Avolta’s traveller experience framework, sales & service principles, and behavioural standards, considering local culture, traveller profiles, store formats and traveller journey.
- Lead the creation of new materials tailored for APAC markets as required.
- Shape traveller service experience for new store openings and refurbishments.
Learning & Development
- Continuously refine Avolta’s Traveller Service Blueprint for APAC countries.
- Develop and lead the regional “train-the-trainer” program, equipping store managers and front-line teams with the skills and tools to drive sales and deliver exceptional traveller experiences.
- Design and deliver training modules (in-person and digital) to build consistency in service excellence.
- Provide on-the-ground coaching and mentoring through regular store visits.
Performance Improvement
- Utilize employee feedback and traveller experience measurement tools (e.g., Net Promoter Score, Mystery Shopping, Customer Perception tracking) to identify service gaps and opportunities.
- Leverage on insights to address gaps, improve training, recognize top-performing teams, and share cross market and outlets learnings.
- KPIs: Net Promoter Score (NPS) and Mystery Shopping results, as well as high training completion rates (>80%) for traveller-facing staff, maintaining frequent coaching sessions, reducing complaint resolution time and closing identified service gaps efficiently.
Ambassador for Excellent Traveller Experience
- Act as the regional Traveller Experience role model, inspiring operations and front line staff to put travellers at the heart of our business, always thinking about how we can elevate traveller touchpoints with us and exceeding their expectations.
WHAT WE ARE LOOKING FOR
Required Experience
- Education: Bachelor’s degree in Hospitality Management, Business Administration, Tourism, or a related field. Additional certifications in customer service, hotel/travel operations, or retail management are advantageous.
- Professional Background: 8–10 years’ experience in customer-facing and learning development roles within service industries such as retail, F&B, hospitality, travel & tourism, or entertainment, with proven expertise in service excellence, training, and operational efficiency.
- Regional Experience: Proven ability to work with culturally diverse teams across Asia Pacific, lead cross-functional projects, and demonstrate a strong understanding of regional service customs, traveller expectations and market nuances.
Key Skills & Attributes
- Leadership & Coaching: Demonstrates strong leadership and coaching abilities, with excellent collaboration and communication skills to build high-performing teams and work effectively across functions and geographies.
- Traveller-Centric Mindset: Passion for creating exceptional traveller experiences, with a proactive approach to identifying and addressing service gaps.
- Analytical & Improvement Focus: Skilled in using data and feedback tools (NPS, Mystery Shopping, etc.) to drive continuous improvement.
- Technical Proficiency: Familiarity with traveller experience metrics, traveller feedback tools and, digital learning platforms.
Personal Qualities
The ideal candidate is empathetic, approachable, and solution-oriented. This person demonstrates strong organizational and project management skills, as well as high integrity and professionalism. The ability to work both independently and as part of a team is essential. Strong influencing and persuasion skills are important, along with the capacity to motivate and inspire others to adopt new practices and drive positive change. Resilience and adaptability to change are also key qualities, enabling success in a dynamic retail and F&B environment.
