KEY ACCOUNT MANAGER
dnata - United Arab Emirates-Dubai
Job description
Develop
and manage the relationships with dnata Airport Operations’ customer
airlines & corporates and ensure that revenue targets and service
levels are achieved. This role is the primary and dedicated point of
contact for customer and is accountable for delivering continuous
improvement in the key areas of core & non-core revenue services.
JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS :
Manages all aspects of the customer airline ground handling contracts with support from VP Commercial and Business Development and Manager Commercial. Negotiate relevant areas of the customer SLA’s through a collaborative approach with both customer airlines and dnAO business units. Proactively liaises with customers to seek feedback on service delivery standards, performance targets and recommends remedial action to resolve service shortfalls.
Qualifications:
A degree (12+3 or equivalent).
Experience:
8+ Years of Relevant industry experience preferably with a ground handling; engineering or ancillary revenue orientated organization, 5 years of which should be leading teams or handling cross functional relationships. Sales or account management experience ideally with contract negotiation exposure in a large organization.
Knowledge/skills:
At dnata, our style of delighting customers is unique. That's why we attract the best people in the industry - people who can apply imagination to their work. We are growing quickly - and we are looking for people to join our global family of 20,000 employees. As one of the largest air services providers in the world, our services on the ground keep the world in the air. You'll find dnata in 38 countries offering customers our expertise in ground handling, cargo, travel, and flight catering. We believe in the power of our people - and we're always on the look-out for potential stars to help us deliver the promises our customers make. Be a part of our success story. If you want to join us, please visit emirates.com/careers to apply.
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
Job Category: Commercial
Primary Location: United Arab Emirates-Dubai
Please submit your application before 21-May-15, 11:59:00 PM GMT+4hours
JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS :
Manages all aspects of the customer airline ground handling contracts with support from VP Commercial and Business Development and Manager Commercial. Negotiate relevant areas of the customer SLA’s through a collaborative approach with both customer airlines and dnAO business units. Proactively liaises with customers to seek feedback on service delivery standards, performance targets and recommends remedial action to resolve service shortfalls.
- Monitors dnata Airport Operations’ financial exposure to the customers operation and facilitates resolution of payment issues between Group credit management and the airline, through a collaborative approach with the customer contact. Influences at the highest level (corporate office) of the customer in resolving issues.
- Manage and monitor the dnata Customer Relationship Management (dnCRM) application. Ensure accurate analysis and proper action is taken on customer’s feedback. Highlight trends and make recommendations on procedural changes relating to customer care, service recovery and delivery at executive management meetings so that remedial efforts can be coordinated and channelized effectively.
- Collaboratively monitor the cost / revenue relationship of the contract, ensuring an improving margin trend. Identify and optimise commercial /revenue opportunities within both existing and future ground handling contracts. Define and deliver an appropriate costing structure for all ground handling services or products and lead commercial projects which contribute to the company’s bottom line through fulfilment of airline’s needs, minimising cost and maximising benefit.
- Develop and expand existing business relationships between the customer and dnata by depicting the value of conducting business with dnata as a one stop shop for all airline service products at both local and international stations. Leverage on the one dnata concept with customers and apprise them of the services offered by one dnata and other subsidiary companies. Responsible for raising the profile of dnata within customers by providing transparent quality data, and workable solutions to demonstrate a mutual interest in exceeding customer expectations.
- Monitor and benchmark product developments within the industry and initiate recommendations to dnAO business units where appropriate. Represent dnata Airport Operation at conferences, seminars, award presentation ceremonies or airline inaugural launch ceremonies as appropriate.
- Conduct monthly account management meetings with the local Senior Manager and relevant dnAO’s operational departments to address the customer’s operational issues. Plan and implement service recovery tactics, to improve the handling of customer complaints and service recovery initiatives.
- Drive innovative solutions through team creativity and ensure a collaborative approach with customer airline business units including the use of industry leading technological solutions.
- Facilitate new customer airline start-ups in Dubai International Airport or Dubai World Central and provide comprehensive commercial support service for new customers to enable smooth start-up operation. Expedite new working relationships between customers and key contacts within individual dnata business units, Dubai Airports and other relevant stakeholders. Negotiate with dnAO business units and the customer airline in defining achievable SLAs for start-up operations.
- Conceptualize new/enhanced core and non-core products/services of ground handling, line maintenance, technical services & marhaba for airline - and corporate customers. Ensure successful roll out and implementation according to the current and future needs of dnAO and the customer. Ensure that the new product/services implementation contribute to incremental revenues and customer satisfaction.
Qualifications:
A degree (12+3 or equivalent).
Experience:
8+ Years of Relevant industry experience preferably with a ground handling; engineering or ancillary revenue orientated organization, 5 years of which should be leading teams or handling cross functional relationships. Sales or account management experience ideally with contract negotiation exposure in a large organization.
Knowledge/skills:
- Financial management skills.
- Strong business acumen and the ability to establish effective long term relationships.
- Business strategy and planning.
- Technical skills (Ground Handling or Line Maintenance related).
At dnata, our style of delighting customers is unique. That's why we attract the best people in the industry - people who can apply imagination to their work. We are growing quickly - and we are looking for people to join our global family of 20,000 employees. As one of the largest air services providers in the world, our services on the ground keep the world in the air. You'll find dnata in 38 countries offering customers our expertise in ground handling, cargo, travel, and flight catering. We believe in the power of our people - and we're always on the look-out for potential stars to help us deliver the promises our customers make. Be a part of our success story. If you want to join us, please visit emirates.com/careers to apply.
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
Job Category: Commercial
Primary Location: United Arab Emirates-Dubai
Please submit your application before 21-May-15, 11:59:00 PM GMT+4hours
Click here to apply for this job : https://ae.linkedin.com/jobs2/view/46356625?trk=jserp_job_details_text
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