JOB PURPOSE
Manage the Global Key Account policy, global strategies, relationships with various market segments (corporate, SME, MICE, 4TMC, global online travel agent (OTA), special segments and Special markets) and position Emirates as one of the key players in these segments. Be responsible for account management, the successful completion of all global RFPs (Request for Proposal) and defining business processes to ensure profitability is maximised in line with Company’s overall objectives; success being defined through balanced and measurable objectives which should be easily communicable to key stakeholders. Ensure that segment performance is measured and reported on a regular basis so that appropriate actions can be taken to achieve the set objectives.
JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS
Generic
- Account manage global customers and partners, forming the pivotal communication point between the companies. Work with global key accounts to formulate joint medium term and annual strategies, jointly writing business/marketing plans outlining how the relationship will develop. Implement business plans, monitoring and exploring opportunities throughout the year, and reporting progress at predefined intervals to key stakeholders. Strategically position and develop the various market segments and position Emirates as one of the key players.
- Implement World class training programmes (with L&D) for the sales force to develop corporate and key account management skills, with specific focus on sales force empowerment and a needs based account analysis.
- Define service standards, points of contact and responsibilities with head office and stations. Bring together stakeholders from all parties to ensure the productive and efficient development of the key account. Set policy to define the approach and structure towards global and regional key accounts. Clearly define the parameters for qualification and acceptance to prevent wastage of resources being deployed on low yielding accounts, with little potential.
- Define (with all stakeholders) a medium term and an annual key account strategy. The strategies will be implemented at a station, regional and global level and must be measurable and give a true indication of key account performance. Ensure product and segment awareness across the whole commercial organization by developing appropriate internal information bulletins, collaterals and product trainings.
- Provide regular reports on each global key account highlighting any deviances to the agreed business plans and revenue targets. Recommend potential/appropriate corrective actions and negotiate with all key stakeholders to implement such actions to ensure revenue is maximised.
- Review, analyse and recommend optimum incentive schemes, where appropriate, with an emphasis not only on stimulating and achieving maximum incremental premium class revenue growth, but also on keeping costs within budget.
Global Key accounts
- Be responsible for the completion of all commercially viable RFPs to the required Company standard and in a timely fashion, negotiating effectively with other Head Office departments and outstation teams to ensure the needs of all parties are met.
- Ensure that negotiated and agreed deals resulting from successful RFPs are implemented in an accurate, cost effective and timely manner, streamlining processes to maximise business benefits for all stakeholders.
- Identify potential new Global key Accounts through the analysis of all available data. Influence all key stakeholders to ensure all incremental revenue opportunities are maximised. Keep abreast of industry and market place pricing and products, particularly in respect of EK competitors. Provide regular analysis, including market shares, BSP data and flown revenue reports. The reports to be distributed to all key stakeholders and used in the development of appropriate strategies.
- Research, plan, recommend and develop GKA workshops with the sales teams across the network to discuss industry trends, opportunities, challenges, agreed processes and procedures and brainstorm potential improvements. The objective being to motivate and identify incremental revenue/cost saving opportunities.
Corporate Sales
- Develop procedures and policies for the servicing of global TMC’s and keep on top of industry developments that have an influence on the airline – agent relationship (e.g. direct connect with GDS’s, etc.)
- Manage the relationship with the global key MICE contacts (PCO’s,Dubai Convention Bureau, etc.) and ensure that we leverage the Emirates group strengths by working together with CSI, Sky Cargo and other group companies.
- Evaluate joint communication / promotional activities, plan and implement on a global level in co-operation with the global sales force. Develop and Manage the SME (Business Rewards) tool in close cooperation with Emirates Group IT and the E-commerce team and ensure that adequate support structure is given to the sales force.
- Review, analyse and recommend optimum incentive schemes, where appropriate, with an emphasis not only on stimulating and achieving maximum incremental premium class revenue growth, but also on keeping costs within budget.
- Manage the American Express IAP program for their gold / platinum card holder and ensure that Emirates has good visibility within this program to generate maximum revenue.
Leisure Market & Special Segments
- In cooperation with the Manager Leisure Market & Special Segments, formulate short and medium term segment strategies for special (student, cruise and marine) segments, special markets (medical travel, religious, hajj, Urmah, business schools etc) and OTA segments.
- Constantly search for new market segments (through research, attendance of fairs) and evaluate the potential for Emirates.
Qualifications & Experience
Qualifications:
- In commercial disciplines w ith emphasis on economics, transportation, sales, marketing, business management and related studies.
Experience:
- Experience in the airline industry, in a sales or distribution position. Specific experience of the sales environment of the airline industry, including an understanding of the Internet, Direct Sales, key accounts & Marketing and process development.
Knowledge/skills:
- Strong people, team management and leadership skills preferably in a multi-cultural environment.
- Ability to communicate, negotiate and influence effectively.
- Experience in cross-functional project management and systems implementation would be an asset.
- Systematic and logical approach to problem solving and a capacity to work around problems.
- Ability to adapt and respond quickly to a fast changing IT environment where the business requirements need to be translated to project charters.
Salary & Benefits
We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund and it has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1=Dh3.66. Besides generous travel benefits normally associated with an airline, this managerial role also has excellent leave and health care packages, accommodation, power and water paid for, along with transport benefits, life insurance and other employee benefits making the role attractive to high performers. By viewing the 'Dubai Lifestyle' section in the careers website you can also consider the many benefits of Dubai as a location to live and work in.
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