Job Description

The role of the Customer Relationship Manager is to plan and manage the team to ensure client relationship and revenue targets are achieved. They are also responsible for developing and safeguarding the company image / assets and enhancing the relationship with multinational clients regionally and globally. Additionally, the Customer Relationship Manager is responsible to maximise revenue and monitor competitor activities across the region recommending changes to ensure competitiveness.

Key Responsibilities

Plan

• Identify, evaluate and secure new business opportunities regionally/globally. Prepare/evaluate feasibility studies which support the recommendations;
• Prepare weekly, monthly and annual reports and constant monitoring of market trends and competitor activity. Evaluate this information and recommend or implement action to counter competitor activity;
• Monitor staff performance and recommend training programmes for the team. Maintain effective procedures to ensure employee standards are maintained, whilst seeking to identify new strategies to motivate staff;
• Develop and implement strategies and related policies for the department to ensure maximum profitability and productivity.
• Deploy
• Manage corporate client relationships at senior level and ensure the provision of specialised and professional services to sustain profitable revenue streams. Interact with client offices regionally/globally to ensure maximum retention and avoid bid situations;
• Consolidate multinational accounts regionally from the existing clientele and renegotiate financials which benefit both the client and the business to ensure sustainability;
• Leverage and build synergies across all departments to maximise productivity and provide the best opportunity for success. Ensure that everyone is working towards a common focus, goal and purpose.

Lead

• Oversee clients Global/Regional business plans and deliverables with the team ensuring the business is on track to meet targets and that this is monitored at a quarterly interval as a minimum.
• Liaise with the dnata product development department to ensure advertising and production of promotional material for the business is as required, effective and delivered on time. To ensure marketing is cost effective and has a positive contribution to revenue
• Conduct client and market surveys to measure customer satisfaction. Analyse trends from feedback received and initiate necessary corrective action to improve the standard of service to clients. Evaluate existing process/procedures on a regular basis to exceed customer satisfaction.
• Consolidate locally and regionally multinational accounts from the existing clientele and to renegotiate existing financials for the benefit of both the client and the business simultaneously ensuring sustainability.

Execute

• Conduct business reviews in conjunction with Group and client standards, ensuring detail and growth within the account. Deliver an improved service to ensure additional revenue contribution to the business.
• Attend global / regional reviews as a senior sponsor to the client, linking with both client and business regional / global leads.

Qualifications & Experience

• Degree or Honours (12+3 or equivalent) in a relevant field (e.g. business, travel and tourism)
• 8yrs+ experience in Travel / Tourism, at least 5yrs of which are in management/supervisory capacity
• Strong product ad managerial experience, along with a well-developed sense of commercial acumen
• Proven client relationship management for corporate travel and government entities would be advantageous

Knowledge/Skills

• Excellent people management skills
• Proven communication, negotiation and influencing skills
• Numeracy / analytical skills
• Experience in commercials / sales and marketing in the airline, travel-related, or service industry
• Fluency in Arabic would be advantageous.

Skills Required

• Analytical
• Airlines