Role overview
About this role
<p><b>Job Title:</b> Senior Account Manager - Airline I.T Solutions</p> <p><b>Location: </b> Middle East</p> <p><b>Department: </b> Airline IT & Distribution</p> <p>Our client, an airline IT company is looking to recruit an experienced airline IT solution manager and business development professional to service their airline client. The company is structured around two key related areas – the <a title="Global distribution system" href="http://en.wikipedia.org/wiki/Global_distribution_system">global distribution system</a> and its IT Solutions business area. Acting as an international network, our client provides search, pricing, booking, <a title="Ticket" href="http://en.wikipedia.org/wiki/Ticket">ticketing</a> and other processing services in real-time to travel providers and travel agencies through its <a title="Amadeus CRS" href="http://en.wikipedia.org/wiki/Amadeus_CRS">distribution business area</a>. Through its IT Solutions business area, it offers travel companies <a title="Computer software" href="http://en.wikipedia.org/wiki/Computer_software">software systems</a> which automate processes such as reservations, <a title="Inventory management software" href="http://en.wikipedia.org/wiki/Inventory_management_software">inventory management</a> and <a title="Departure Control System" href="http://en.wikipedia.org/wiki/Departure_Control_System">departure control</a>.</p> <p><b>Job Purpose:</b></p> <p>Define and implement the business development and retention strategy for the assigned airline customer. Identify and prioritise business opportunities and address commercial, functional and delivery matters by active on-site presence. Advocate customer within the Airline as well as represent the Airline within customer organisation. Identify and prioritise business opportunities. Manage, motivate and lead the Extended Account Team to ensure the right level of service and support to the customer.</p> <p> </p> <p><b>Key Accountabilities:</b></p> <p><b>Vision & Strategy:</b></p> <ul> <li>Define, own, continuously improve and communicate the Airlines strategy and vision to the Extended Account Team, Regional Director, Top Management and other internal stakeholders.</li> <li>Analyse the customer’s business drivers, challenges, organisation and decision processes across all aspects of their business that may impact the Airline.</li> <li>Align customer’s needs with Airline IT and Distribution objectives and develop an acquisition, development and retention strategic plan.</li> <li>Create and evolve an Account Development Plan (ADP) according to agreed timing and standards.</li> <li>Communicate ADP to Regional Director, the Extended Account Team, Top Management and other internal stakeholders and ensure acceptance from different parties.</li> </ul> <p> </p> <p><b>Customer Excellence:</b></p> <ul> <li>Develop a relationship structure between the relevant levels of decision of both the Airline and the customer’s organisation through active on-site presence.</li> <li>Facilitate and foster this relationship to maximise information flow, influencing, lobbying and customer satisfaction.</li> <li>Advocate customer voice into the Airline to ensure the best service and support to the customer.</li> <li>Escalation point for customer issues when standard escalation processes have failed.</li> <li>Ensure contract execution for the interest of both the Airline and customer and liaise with legal to resolve issues.</li> <li>Ensure constant alignment of contracted. Implemented and invoiced services. At all times, understand the details and the main components of the Customer cost of ownership and raise flags internally whenever appropriate.</li> <li>Monitor quality of product and service delivery to customer, escalate delivery issues and request improvements if needed.</li> </ul> <p><b> </b></p> <p><b>Business Development & Budgeting </b></p> <ul> <li>Contribute to manage customer P&L , profitability, sales pipeline and bespoke development forecast and provide annual budget input.</li> <li>Identify and develop new business opportunities while (maintaining or) increasing revenue and profitability.</li> <li>Identify customer Distribution and IT product and services requirements jointly with the Extended Account Team and give recommendations to the Airline product departments regarding products and pricing policies.</li> <li>Manage the targeting, sale, negotiation and contracting processes for additional products and services.</li> <li>Support and provide guidance to sales, legal and solutions organisations to adapt the Airlines approach to customer and maximise success.</li> <li>Represent the Airlines interests within the customer organisation.</li> <li>Ensure updated CRM information is available through the internal organisation.</li> </ul> <p> </p> <p><b>Organisation:</b></p> <ul> <li>Co-lead a cross-functional group of global the Airlines staff in the delivery of products and services both through the Extended Account Team and through direct interaction with the delivery organisation.</li> <li>Ensure execution of contracts and services by program delivery teams.</li> <li>Collaborate in cross departmental initiatives.</li> </ul> <p><b> </b></p> <p><b>Internal Communication:</b></p> <ul> <li>Actively share account information within the Extended Account Management team and with other stakeholders to improve customer satisfaction, anticipate evolving customer requirements, address service delivery related matters and gain competitive insights.</li> </ul> <p> </p> <p><b>Resources & Skills Development:</b></p> <ul> <li>Adopt and implement the Account Management vision and strategy through the MBO process (including for Extended Account Team)</li> <li>Participate in a continuous improvement process for measuring and improving performance, satisfaction and skills (via targeted training)</li> </ul> <p> </p> <p><b>Preference:</b> English and Arabic speaking</p> <p> </p> <p>Please email your CV to <a href="mailto:jobs@recruitappoint.co.uk">jobs@recruitappoint.co.uk</a></p> <p>We regret we can only respond to applicants who meet the above criteria.</p>