Customer Success Associate.Americas at Kenya Airways

Description

The role directly supports achievement of country commercial targets (passenger & cargo) through assigned trade/corporate portfolio while ensuring customer satisfaction through continuous customer engagement.

Key responsibilities include;

• Oversee overall Sales Effectiveness by;
  • Implementing Sales Strategy supporting direct channel first (including online).
  • Ensuring growth of share of wallet of existing customer base.
  • Providing valuable market intelligence as input to weekly sales meetings and sales calls.
  • Developing portfolio specific sales strategy and detailed plan for execution, based on data. 
  • Thinking quickly and with clear objectives in mind, adjusting daily to overcome buyer objections effectively, to ensure a differentiating customer experience and cost-effective management of the country/region with an entrepreneurial spirit.
  • Weekly/Fortnightly planning, execution & update of sales calls on CRM
  • Maintaining a robust prospection pipeline with clients at all stages consistently converting at the end of the pipeline across the customer segments (Trade, Corporate, SME).
  • Resolving administrative, commercial and product improvement issues within trade/corporate policies.
• Ensure people Effectiveness & Collaboration through;
  • Seamless teamwork and hand off with Customer Success Support teams and Customer Experience
  • Conversion of leads for partnerships as well as giving leads for business development and partnerships.  
  • Oversee customer Experience Management/Relationship Management through;
  • Number of customer engagements – B2B & B2C
  • Customer Satisfaction measurement – NPS (B2B; B2C)
  • Growth of B2C & B2B database
  • Work together with clients, ideally daily, through the sales cycle and beyond

Qualifications

• Bachelor’s degree preferably in business administration, economics or related fields.
• 2-3 years’ experience in a similar or related role.
• Strong sales and service background (including pipeline management)
• Demonstrated experience in managing a sales portfolio over a diverse market segment.
• Strong commercial business acumen/entrepreneurship and a service mindset.
• Tech-savvy and can demonstrate a clear understanding and articulation of formal sales processes.
• Demonstrates knowledge of universal travel trends affecting domestic/international travel.
• Exposure to emerging world trends.
• Must be highly analytical.

Interested candidates are requested to submit their application online attaching required documents.

Only shortlisted candidates will be contacted.