Charlotte Delmas
A graduate of ESCP Europe, Charlotte joined the group in 2013 and has held various positions, including international brand manager in food service and business development manager, where she coordinated the acquisition and integration of international duty-free. More recently, Charlotte has been instrumental in leading the company's transformation program. In 2024, Charlotte assumed new responsibilities and was appointed chief operational performance officer, as well as regional chief operating officer.
Day -
1 - Commercial development – retail, F&B, concessions and experience - 15:00 - 15:30
Communication tool driving employees’ motivation and execution quality
A key challenge in the past few years in travel retail and airports has been recruitment, retention and motivation of staff as a key lever to develop sales and high-quality experiences. TeamUp is a 360° digital communication/social network and operational execution tool focused on enhancing communication with and for field teams. It allows sharing news, best practices and success guidelines, and micro-training easily with all employees through a user-friendly and mobile tool, while allowing employees to easily communicate together and share bottom-up alerts for anything happening on the field. It supports us to face these challenges.
The audience will learn:
- Improving communication with staff improves operational performance (i.e. sales performance)
- Enhanced communication with field teams is a key lever for engagement and retention
- Having a social network dedicated to staff communication and execution helps the HQs in better supporting the field
