Job Purpose
The Manager Sales & Service will lead and develop all aspects of Destination Management Companies (DMC) Customer/Client Experience, be the custodian and driver of the relationship with account partners and travelling customers, thereby optimising opportunities for growth and ensuring our value and measurement of delighting customers is culturally embedded across the business. This role will manage & drive the culture in Customer Relations Business Development and Sales and Services teams ensuring that people are capable, motivated and engaged to deliver a high level of client and customer commitments.
Key Responsibilities:
- Develop and implement strategic plans to retain & develop existing clients, and to expand the DMC client base, ensuring that we have a full understanding of their requirements, in order to delight our customers and provide excellent service.
- Present and implement an annual business plan in line with the medium-long term business strategy which specifies how the defined sales target, client and customer propositions will be achieved. Implement, monitor and propose recommendations according to shifting requirements and trends.
- Lead and manage the Sales and Service team to ensure bookings services are delivered efficiently and effectively for all DMC clients, continually monitor and review procedures, process and technology in place and identify improvements measures to ensure a consistently high level of client service.
- Develop and implement effective plans to improve our customer experience, by bringing a fresh perspective and new ideas, ensuring both the capability of the team and customer processes across the functions are continuously reviewed and improved whilst always considering the customer perspective.
- Develop and implement effective and reasonable service recovery framework and measures to improve the handling of customer complaints, increase loyalty for the DMC. Measure the customer experience and analyses customer feedback through various insight tools, and take corrective actions to improve future experience and maintain customer loyalty
- Expose all DMC clients and customers to the full range of dnata Travel products and services, in order to maximise commercial opportunities.
- Introduce, plan & attend networking events to develop and maintain professional relationships with clients, franchises, suppliers, local authorities, and government officials to ensure that business opportunities are maximised.
- Accountable for the delivery, leadership and management of direct reports and team through development plans, training and appropriate mentoring, as well as coaching and motivation. Conduct timely annual and interim performance reviews and set SMART objectives to cultivate a culture of high performance.
- Support in pursuing expansion opportunities for the company in the UAE and the MENA region. In coordination with VP Destination Management, plan, implement and manage the development of the DMC commercial and operational systems and processes in other countries, in order to position the DMC as a global player, thus maximising available resources and increasing profits.
- Manage the DMC relationships with the top Hotel partnerships that the DMC has in the region, not on a contractual basis but to ensure that the preferred Partners are able to reach out to the DMC and plan and create joint opportunities together.
Qualifications & Experience
- Experience in Commercial/Sales: 10+ Years
- Degree or Honours (12+3 or equivalent)
- Experience in client relationship management at senior management level within DMC or Tour Operations
Knowledge/skills:
- Able to call upon previous extensive experience and knowledge of customer insight systems and practices
- Proven experience in client relationship management undertaken to a high and autonomous level & be capable of understanding & inspiring customers/clients
- Strong understanding & experience of the company & Clients goods, products & services with extensive knowledge of competitive landscape to the service offering
We support the Far-Sighted, Growth Oriented Vision announced by the UAE, Saudi Arabia, Qatar, Oman, Kuwait and Bahrain.
It's an exciting time and the next 30 - 40 years will be those of the GCC countries.
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