Travelling, cultural exploration, customer psychology, Biking
ROHIT KUMAR
Team Leader At Delhi Duty Free GMRAERO
Noida
Summary
Dynamic and customer-focused Team Leader and Brand Ambassador with 11+ years of experience in premium retail, luxury brand promotion, and hospitality services. Proven track record of driving sales growth, delivering exceptional customer experiences, and leading teams to achieve business objectives. Skilled in strategic product demonstrations, relationship management, and ensuring compliance with regulatory norms. Adept at meeting KPIs, implementing SOPs, and driving operational excellence in high-footfall environments.
Overview
12
12
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Team Leader, Sales Operations
Delhi Duty-Free GMRAERO IGI Airport T-3
12.2024 - 04.2026
- Lead and manage a team of 32-33 Sales Associates to ensure smooth, accurate, and efficient cash operations across all counters.
- Handle all cash-related queries at billing counters, ensuring adherence to SOPs, POS procedures, sales break processes, merchandise clearance, and accurate price tagging.
- Manage transactions involving multiple foreign currencies.
- Drive revenue growth by supporting initiatives to increase footfall, improve conversion rates, enhance average sales per customer, and ensure high levels of customer satisfaction.
- Monitor key performance indicators (KPIs), including revenue, growth trends, customer satisfaction scores, and audit compliance.
- Ensure strict adherence to all applicable government guidelines and regulatory norms related to allowances, documentation, and reporting, proactively monitoring compliance to prevent discrepancies, penalties, or audit-related issues.
- Minimise stock damage by improving employee accountability.
- Encourage employee attendance and discipline by clearly communicating.
- Ensure employees remain informed and aware of operational updates.
- Demonstrate concern for employee well-being while maintaining performance standards.
- Maintain open lines of communication to build trust, transparency, and a positive team culture.
Brand Ambassador
Delhi Duty Free Services (DDFS), IGI Airport T3
02.2016 - 12.2024
- Worked as a Brand Ambassador, Customer Experience & Retail Sales Professional for 9 years
- Represent Bacardi across multiple liquor categories in India's largest duty-free retail environment.
- Drive consistent year-on-year sales growth by engaging international travellers and delivering customised product recommendations.
- Execute product launches, promotions, and brand campaigns to enhance visibility and customer recall.
- Maintain targeted brand market share through effective selling techniques and customer engagement.
- Collaborate with sales, operations, and marketing teams to meet monthly and annual KPIs.
- Deliver premium customer service experiences aligned with global brand standards.
- Train and guide new team members on product knowledge, customer handling, and SOPs.
- Key Achievements. Represented Delhi at the Global Bacardi Summit - Sri Lanka (2018, 2023).
- Collaborated with team members to maintain inventory levels and product displays.
- Conducted product demonstrations to highlight features and benefits, enhancing customer understanding.
- Monitored competitor activity to recommend adjustments to our brand positioning..
Guest Associate - Food & Beverage Services
Hyatt Regency
03.2014 - 01.2016
- Delivered high-quality service in fine dining restaurants and bar operations at a five-star luxury hotel.
- Managed guest relations, ensuring exceptional dining experiences and repeat patronage.
- Assisted in bar and nightclub operations, including beverage service and customer engagement.
- Worked closely with service teams to maintain Hyatt's standards of hospitality excellence.
Education
Certified in Luxury Retail Industry And V.M. -
Luxury Connect Business School
Gurugram03-2024
Bachelor of Science (B.Sc.) - Hospitality and Hotel Administration
Institute of Hotel Management and Catering Technology
Gurdaspur, Punjab01-2013
Skills
Brand marketing and demonstrations
Customer journey management
Market share growth in luxury retail
Sales performance tracking and KPI success
Intercultural communication skills
Compliance with SOPs and product knowledge
Time management and team coordination
Building relationships and persuasive skills
Certification
Supervisory Development Program in March 2025
Interests
AWARDS & RECOGNITION
Ace Performance Award - Consecutive Years 2016 - 17
Employee of the Year - Customer Services 2017
Timeline
Team Leader, Sales Operations
Delhi Duty-Free GMRAERO IGI Airport T-3
12.2024 - 04.2026
Brand Ambassador
Delhi Duty Free Services (DDFS), IGI Airport T3
02.2016 - 12.2024
Guest Associate - Food & Beverage Services
Hyatt Regency
03.2014 - 01.2016
Bachelor of Science (B.Sc.) - Hospitality and Hotel Administration
Institute of Hotel Management and Catering Technology
Certified in Luxury Retail Industry And V.M. -
Luxury Connect Business School