Customer Relationship Manager

Job Purpose: 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: Qualifications - Degree or Honours (‎12+‎3 or
equivalent) in a relevant field (e.g. business, travel and tourism) Experience
- 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.