Client Relations Manager

Job Purpose: Provide travel management solutions to multinational and large
(GSA) airline clients, drive airline retention and growth. Ensure strong
partnership and collaboration with business development and commercial,
operations teams to successfully achieve the defined strategy and objectives.
Ensure all aspects of the airline needs are met and recommend suitable service
solutions where appropriate. Job Outline: Plan - Monitor client revenues and
recommend ways of improving the same to line Manager for the multinational and
large (GSA) airline accounts. Hold responsibility for client profitability
Liaise with airlines regionally, as well as locally to set up a standardised
and consolidated travel policies, standardised accounting, regional trade and
corporate deals, contractual obligations, etc. Lead the communication between
all concerned once the setup has been established and create detailed and
relevant MIS reports to support decision making, including at the client head
office level. Deploy - Monitor market trends and competitor activities and
report findings and recommendations back to the line manager. - Regularly
communicate to our clients the business Product portfolio using all the means
available to maximise sales and revenue. Ensure that the policy decisions made
by Management are promptly communicated to our front line employees.
Continuously update front line employees and clients on relevant travel
industry updates - Regularly update clients on the business product portfolio,
using all the means available to maximise sales and revenue. Ensure that
policy decisions are promptly communicated to front line staff and clients,
along with other relevant travel industry updates. Lead - Manage the financial
bid for the consolidation, taking into account proposed Regional / Global
servicing solution. Present recommendation to clients, stakeholders and
explain the concept and how this will be implemented. Lead the response to
client RFI/Ps. - Be the Client Relations Manager for the business,
multinational and large local clients and represent business in the regional
and global client meetings and advise line manager on any follow up required.
Demonstrate the advantages of partnering with the business to client though
product knowledge both locally and globally. Create intuitive pricing, product
solutions or campaigns in line with client expectations and requirements. -
Lead and/ or participate in assigned projects to drive efficiencies, including
process improvement, development of standard operating procedures (SOPs),
researching industry trends and best practice, ensuring adherence to Group
project management standards. - Guide, train, coach and review employee
performance and immediately address any shortfalls to maintain an effective,
high-performance UAE Sales Team. Execute - Work within the remits of Regional
/ Global agreements and ensure that the relationship is advantageous to the
business through Local/Regional/Global consolidations. Work to client set
deadlines ensuring data / proposal quality is not compromised. - Negotiate on
behalf of the client with vendors to secure the best business deal, to
maximise savings and brand exposure for the client. - Liaise with all the
service departments i.e. Revenue Accounts, IT, E-Commerce, Product team, CASA,
Credit Control, etc. and ensure full support is provided to the business
operations and clients, and also liaise with internal departments and clients
to ensure timely payment recovery is made as well to providing feedback and
support.
Qualifications & Experience: Qualification: - Degree or Honours (‎12+‎3 or
equivalent) in relevant discipline (e.g. marketing, business management)
Experience: - Commercial/Sales. - ‎8+ years experience in commercial/sales or
customer relations (in an airline industry would be an advantage). - ‎3+ years
experience in managing a commercial/sales team. Knowledge: - Ability to
negotiate with people at all levels, including at a senior management -
Ability to conduct statistical reviews, analyse results and make
recommendations to improve operation methods and processes - Proficient in the
use of MS Office skills (MS Word, Excel, PowerPoint and Access). - Strong
communication and presentation skills when presenting to senior management -
Ability to prioritise both in terms of workload and in prioritising which
initiatives / actions will have the greatest business impact - Other languages
besides English: Arabic (written/spoken) is an advantage.