Commercial Business Controller

Job Purpose: Provide the necessary data, interrogation and analysis to support
the activity of the Commercial Support & Business Intelligence department.
Analyse passenger, flight, channel/segment and industry data to create a
holistic view of the Emirates Airline business in the context of the wider
industry. Create the framework for the publication and automation of scheduled
periodic reports to all stakeholders. Use technical and commercial knowledge
to create new mechanisms for capturing and reporting information. Be the first
point of contact for the global sales force and head office departments for
all business and technical queries and questions related to the EK Customer
Relationship Management system (CRM), EK internal revenue reporting systems
and EK incentive management systems. The jobholder will identify faults and
issues, seek timely problem rectification through continual communication with
the administration teams and Emirates IT, identify future enhancements and
developments to the systems and processes. Job Accountabilities General -
Assist in the creation, validation, testing and implementation of strategy
though, the gathering and validation of accurate relevant and timely data,
testing of assumptions and propositions and fulfilling the implementation. -
Support the global sales force with critical ad-hoc reports in order to avoid
information asymmetry between head office and outstations. - Create
appropriate documentation relating to process design to ensure maximum
efficiencies are achieved in all production related tasks. Document data used
in reports to create a standard within the team which is accurate and
consistent across all BI team reporting. - Liaise and maintain relationships
with relevant technical teams in IT to ensure issues which affect data quality
and access to information are communicated efficiently and effectively, and
that timely actions are taken to rectify such issues. Communicate service
disruption/issues to management and network as required. - Liaise and maintain
relationships with business stakeholders across various Commercial departments
and sales force across the network to understand their need and recommend
solutions. - Where required, represent the management team on project work
which that impacts or enhances the departments capability. Utilise commercial
and technical knowledge to deliver high quality outcomes, and provide
necessary feedback / escalation to management. Establish appropriate training
solutions to enable project implementation. Commercial Systems - Deliver
timely and accurate KPI reporting according to the Commercial Strategic
Priorities. Use system native reporting and third party applications to
identify and suggest enhancements to the CRM, incentive management system and
revenue reporting tools. Find efficiencies to improve the dashboards and
reports created in the CRM already and explore better report building
methodologies. Implement a structured approach to enhancements of such
reports. - Exploit and champion the use of the CRM, incentive management and
commercial revenue reporting systems thus supporting the head office and
outstation management teams to manage and monitor all commercial sales
activities globally. Ensure knowledge of commercial strategy and KPI?s is
current and that this is reflected in the provision of information to
commercial stakeholders and outstations. - Provide functional expertise to the
management and end user teams to drive system & reporting improvements in
order to ensure efficient and accurate reporting. Ensure knowledge of all
commercial reporting tools remains current and become the subject matter
expert for the EK CRM system. Ensure that this information is appropriately
documented and shared with other team members to aid the consistent delivery
of high quality information to all stakeholders. - Provide training and
support to outstation and head office users on the functional use of the EK
CRM and commercial systems and provide mentorship to the departmental support
officer. Business Intelligence - Analyse network performance to improve
profitability and sales performance. Use available tools to measure
performance against targets and industry trends. Highlight opportunities to
improve revenue performance through analysis of segment, channel and point of
sale data. - Deliver timely and accurate periodic KPI reporting according to
the Balanced Scorecard principle. Deliver appropriate commentary of commercial
trends. Find efficiencies to improve the production of scheduled reports.
Implement a structured approach to enhancements of such reports. - Exploit and
champion the use of new BI tools (Single Customer View and the corporate BI
data warehouse) and commercial systems thus supporting the management team in
providing a flexible and efficient ad hoc reporting capability. Ensure
knowledge of commercial strategy and KPI?s is current and that this is
reflected in the provision of information to commercial stakeholders. -
Provide functional expertise to the management team to drive system &
reporting improvements in order to ensure efficient MIS reporting and
interpretation. Ensure knowledge of all commercial reporting tools remains
current and that this information is appropriately documented and shared with
other team members to aid the consistent delivery of high quality information
to all stakeholders. - Seek information from sources outside of the Emirates
reporting environment such as travel trade publications, tourism bodies and
financial institutions to provide a rounded, value-add approach to provision
of information. Establish links between this data and our corporate commercial
environment to provide enhanced insight into reported trends.
Qualifications & Experience: - Commercial/Sales/Other : ‎5+ Years - Degree or
Honours (‎12+‎3 or equivalent) Skills - Experience working in a commercial
environment, with responsibility for providing management reporting
incorporating sales forecasting, diagnostics, trend analysis and competitor
insight. - Experience in providing and implementing commercial and CRM
solutions within an airline. - Highly developed interpersonal skills and able
to interact effectively with all divisions of the Commercial Operations
department. - Excellent analytical ability with an understanding of data
processing and information systems, tools and applications for airline
marketing. - Familiarity and experience with current Emirates applications and
systems and the ability to interrogate these systems for detailed market,
route and class analysis. - Technical knowledge of system integration
techniques such as API, web services, etc. - Salesforce.com Certified
Administrator is advantageous. - Safety Sensitive Role: No
Salary & Benefits: Join us in Dubai and enjoy an attractive tax-free salary
and travel benefits that are exclusive to our industry, including discounts on
flights and hotels stays around the world. You can find out more information
about our employee benefits in the Working Here section of our website
www.emirates.com/careers. Further information on what's it like to live and
work in our cosmopolitan home city, can be found in the Dubai Lifestyle
section.