The Country Manager BNL and Offline Europe is overall accountable for the sales of Kenya Airways products and services to deliver revenue targets and to ensure a customer-centric approach in order to create positive, memorable customer experiences within the assigned territory.
Key Responsibilities
To develop and implement sales action plans for the territory to deliver the budgeted revenue.
To monitor market trends and competitor activities and recommend pricing levels in the country to maximize yield, market share, and revenue.
To identify new sales opportunities and take actions to deliver for new revenue streams.
Develop and service trade partners to maximize loyalty and revenue generation.
Seek and develop corporate business and revenue in the market.
Develop the team to quickly adapt to market changes and opportunities.
To be the principal administrator (according to the Power of Attorney) for Kenya Airways in the territory while safeguarding KQ's interests in liaison with relevant departments.
Champion innovation and change to meet customer needs, and drive commercial objectives.
Manage relationships with other airlines, trade bodies, government, media, customers, partners, and the general public on commercial matters.
Promote company image to enhance public relations, visibility in the market, and customer loyalty.
Customer Experience
Implement set customer obsession standards throughout the organization to drive customer loyalty and satisfaction to exceed set corporate Net Promoter Score (NPS).
Address customer inquiries and resolve complaints promptly as per company standards in coordination with relevant departments.
Monitor customer feedback and implement continuous improvements in the assigned territory.
Implement corporate customer experience initiatives within the assigned territory.
Develop and train the sales office teams in customer service.
Shared Responsibilities
In collaboration with the Airport Manager at the location, ensure punctuality to exceed on-time performance targets.
Under the guidance of the Airport Manager at the location, the Country Manager and sales team shall support activities during flight disruptions in the areas of rebooking affected customers, communication, duty of care to customers, and if needed make themselves onsite.
Liaise with the Airport Manager at the location to prepare a working schedule to have reservations and ticketing staff to be available during flight departures.
Hold a minuted monthly meeting with the Airport Manager and all available teams at alternate locations (alternate meeting locations monthly between City Ticket Office and Airport offices).
Qualifications and Requirements
University graduate in a relevant area of study.
Minimum of 5 years airline experience in sales and marketing of which 2 must be at a senior sales level.
Computer literate.
Ability to lead and motivate a team.
Strong analytical skills.
Good negotiator and ability to influence.
Proficiency in a foreign language will be an added advantage.
High level of integrity.
Good communicator and articulate.
Proactive/self-starter.
Good KQ product knowledge.
How to Apply
Interested and qualified candidates should apply online via Kenya Airways careers portal.
