Sales Support Manager

Job Purpose: The successful candidate will exercise operational/administrative
control on UAE DXB Sales Team to develop Emirates business through different
distribution channels in Dubai. The job ensures the efficient operation of the
field sales, maximum job satisfaction for the sales executives and the best
standard of services to the channels. The role also ensures that the Travel
Agents/ Corporates in Dubai are fully aware of Emirates products/services and
are motivated to sell Emirates Job Accountabilities: - Monitor and review
activities of Senior Sales Executives/Sales Support Executives, appraise and
assess performance for a smooth day to day operation ensuring that all Travel
Agents (stockholders or non-stock holders)/corporates in Dubai are regularly
contacted and properly serviced by the Sales Team. - Ensure that all direct
reports are continuously supported through the MyBC process and each have a
personal development plan that ensures the execution of both soft and
technical skills development. Address staff grievances and take corrective
action when required and escalate when appropriate to HR for disciplinary,
grievance of occupational health related casework. Ensure that the team are
kept updated on EK products and services through training at least twice a
year. - Analyse and recommend new sales strategies to the line manager, to
achieve projected revenue targets through efficient and professional
utilisation of all available resources. - Advise Manager Dubai & NE about the
sales team performance, market situation and competitor activity on a weekly
basis. Arrange monthly meeting with MGR/DXB-NE and the entire team to discuss
strategies and objectives for the month. ( Minutes to be documented and
shared) Use this forum to recommend appropriate counter strategies. Use Market
intelligence appropriately to take appropriate proactive as well as reactive
action. - Conduct briefing sessions with the team updating them about the
focus of the week and regular product enhancements. Corporate/Trade/Government
Travel - Develop key Corporate, Government and Trade accounts, draw an annual
Account Development plan, continually evaluate and analyse performance of
these accounts and ensure that the plan is on track. Evaluate corporate deal
proposals presented by Senior Sales Executives and based on traffic potential,
seasonality, competition etc., advise a course of action ensuring incremental
revenue. - Analyse Agency/ Corporate sales, establish targets for Sales
Executives and the Travel Agencies and contrive sales strategies for peak
seasons i.e. Eid, X-mas, Diwali, Onam, school holidays etc. in consultation
with Sales Managers. - Organise seminars or presentations on Emirates products
and services as and when necessary for the Travel Agents/ Corporates to ensure
full understanding of Emirates products and services. Ensure that these are
rolled out in a timely manner to capture all revenue opportunities. -
Continually review travel trade developments and suggest appropriate
modifications in the sales policy to the line manager, to ensure profitability
and explore new business prospects. Ensure that management reports are
despatched on time. Prepare and distribute trade circulars promptly. - Conduct
Agency Investigations for BSP/IATA to ensure Agency layout and decor is
according to Emirates Corporate Standards. Prospect for potential agents for
Emirates and influences them to obtain BSP approval to acquire EK ticket
stock. Agency Support Unit - Efficient and effective handling of the Sales
unit to achieve overall organizational objectives. Ensuring that ASE's achieve
their set targets. Monitor SQL for Primary line ensuring that call quality
standards are adhered to. Monitor and ensure that targets for queries sent by
fax, email and MARs queues are actioned within the agreed SLA. - Timely
updates to Agents on EK's products and fare information e.g. Circular to be
sent out to trade on the same day as and when fares are changed/amended. Any
promotional offer launched needs to be communicated on the same day to entire
trade database through dotmailer. - Adhere to deadlines to ensure timely
distribution of all fare and product Information. - Ensure accurate recording
in the various Management Information Systems (MIS) (E.g. Target.com), Monitor
BSP sales to ensure MS achieved & suggest action plans to SM for improvement.
Evaluate GDS cost reports and assist revenue accounts/finance in validating
all ADMs/ACMs raised to the agents before they are sent to the agents.
Industry Tariffs - Support the UAE Sales teams (i.e. Trade, Corporate,
Government, E-Commerce and Marketing) by providing competitive fares. Assist
Tariff Support Manger to achieve overall objectives and targets set for the
Tariff Unit. Ensure high quality of customer service both over the phone and
through email by the team in relation to bookings, fares, Groups and special
services in line with SLAs. - Negotiate fares with corporate, trade and event
organizers for group movements (i.e. labour, students), MICE and chartered
flights. Handle the fulfilment of tickets issuance, payments and liaise with
various departments for all special requirements. If necessary arrange meet
and greet at the airport to ensure all services are provided in accordance
with their requests for repeat business. Generate a monthly report and discuss
future sales strategy with Tariff Support Manager. - Analyse and evaluate
corporate/closed deal requests received and ensure that EK gets the maximum
benefit. Ensure fare and deal filling are completed efficiently and
distributed to the concerned stake holders promptly. Perform quality control
checks of the GDS fare displays to ensure that all systems are reflected as
per the approval. - Periodically review flights loads for top ‎30 and high
volume O&Ds and identify any drop in forward bookings and market share.
Monitor all competitor fares, interline selling fares and market activities
and review with Tariff Support Manager on day to day basis to enable EK to
counteract the competition and make competitive adjustments if necessary to
retain maximum market share. - Prepare trade communication circulars (i.e.
special fares, offers, new routes etc) and ensure they are sent promptly as
advised by Tariff Support Manager.
Qualifications & Experience: Qualification: - Degree or Honours (‎12+‎3 or
equivalent) Experience: - ‎5+ years commercial Airline exposure together with
an excellent knowledge of Geography. Knowledge/skills: - Clear understanding
of the travel industry and thorough knowledge of the market place. - Adequate
knowledge of fares and Ticketing. - For Industry Tariffs role, knowledge of
Global distribution systems and other systems related to Tariffs is preferred.
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.