Commercial Manager: Coastal Region at Kenya Airways

Purpose

Overall accountable for 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 experience within assigned territory.

Responsibilities

• To develop and implement sales action plans for the coastal region to deliver the budgeted revenue
• To monitor market trends and competitor activities and recommend pricing levels for the coastal region 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 maximise 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
• Champion innovation and change to meet customer needs, and drive commercial objectives
• Manage relationships with other airlines, trade bodies, government, media, customers, partners, general public on commercial matters.
• Promote company image to enhance public relations, visibility in the market and customer loyalty

 Customer Experience

• Implement set customer obsess standards throughout the organization to drive customer loyalty and satisfaction to exceed set corporate Net Promoter Score (NPS).
• Prompt complaint resolution: addressing customer inquiries and resolving complaints as per company standards in coordination with relevant departments.
• Monitoring customer feedback and implementing continuous improvements in the coastal region
• Implement corporate customer experience initiatives within the coastal region
• Develop and train the sales office teams in customer service

 ​​​​​​​Shared Responsibilities

• In collaboration with the Airport Manager at the Moi Airport ensure punctuality to exceed on-time performance targets.
• Under the guidance of the Airport Manager at Moi Airport, the Commercial 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 Moi Airport to prepare a working schedule to have reservations and ticketing staff to be available during flight departures.
• Hold a minuted monthly meetings with the Airport Manager and all available teams at alternate locations (alternate meeting locations monthly between City Ticket Office and Airport offices).

Skills

• Ability to lead and motivate a team
• Strong analytical skills

Qualifications

• 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