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Kenya Airways, the leading African airline flying to more African destinations than any other carrier, takes pride in being at the forefront of connecting Africa to the world and the World to Africa through its hub Nairobi Jomo Kenyatta International Airport.
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Purpose
- To provide a safe, secure, efficient and customer focused passenger services in compliance with regulatory requirements, Company’s policies and Customer airlines procedures.
Responsibilities
- Provide efficient, high quality customer service in day to day operations for Kenya Airways and Customer Airlines at all customer touch points according to the agreed Service Level Agreements and Company Policies in order to delight the customer and improve the overall customer experience
- Disseminate information as appropriate to passengers and 3rd Party service providers in order to eliminate lapses in service delivery resulting from lack of information.
- Ensure smooth and effective transfer of customers
- Implement departure and arrival processes in strict compliance and accordance to the laid down safety and security procedures and in a timely manner in order to guarantee consistency in punctuality and enhanced.
- Implement laid down procedures that will enhance accurate flight reconciliation and post departure transmission of messages.
- Proactively assist in maximizing revenue collection, while maintaining high quality customer service at all touch points.
- Ensure systems, equipment and stationery are in working condition and readily available respectively for efficient delivery of passenger handling services in all customer touch points.
- Implement efficient procedures and best practices in document verification in order to minimize risks to the airline without compromising on customer service.
- Provide effective service recovery during IRROPS, over sales and connectivity planning as appropriate.
- Maintain grooming standards as per the corporate uniform guidelines.
- Adhere to KQ best practice implementation principle
Skills
- Communication Skills
- Problem Solving Skills
- Customer-Centric Mindset
- Multitasking & Time Management
Qualifications
- Certificate in Passenger Handling Course from KQ Pride Centre Or
- KCSE C Plain with Relevant Diploma Course in Customer Service / Hospitality
Additional Qualifications
- Certification/ Diploma in sales and ticketing will be an added advantage.
- University Degree or Diploma in a related field will be an added advantage.
- Knowledge in foreign languages: French, German, Spanish, Chinese etc. will be an added advantage.
Additional Information
- Positive attitude
- Adaptability
- Computer Literacy
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Purpose
This job exists to guard and maintain the KQ brand Integrity, drive Customer Preference and loyalty to grow brand love, analyse markets and propose strategies; implement those strategies through market research, product development and advertising while at the same time involving KQ in sustainable community development within the KQ network. Your product portfolio includes the full range of the KQ Brand and sub brands (KQ Pride, KQ Maintenance & Engineering, KQ holidays, KQ Charters among the others).
Manage brand and advertising by creating, overseeing, and promoting KQ brand, products, and services, to drive customer preference and loyalty thus generating increased revenue.
Responsibilities
Corporate Brand
- Manage the KQ Brand across the product Portfolio (Brand Custodian)
- Plan and execute brand look and feel to ensure consistency throughout KQ product Portfolio.
- Implement and align the sustainability strategy to the brand and advertising strategy, positioning, and messaging, naming and collateral for new and existing products and services.
- Direct media strategies and execution of plans thereof to ensure right Brand messages and understanding of KQ products and services by customers and other stakeholders.
- Planning and executing periodic customer surveys to develop insights for business growth.
- Develop and implement brand and advertising strategy, positioning, and messaging, naming and collateral for new and existing products and services.
- Working closely with the Marketing & Communications team to ensure KQ brand presence within the regional markets including regular audits that ensure product and brand integrity in line with the brand manual/ standards.
Products
- Guides Brand application across the product range with clear support for IFE, Catering, Fleet and Duty free.
- Recommend the nature and scope of present and future product lines by reviewing product specifications and requirements, appraising new product ideas and/or product or packaging changes.
- Assesses market competition by comparing the company's product to competitors' products.
- Obtains product market share by working with the Head of Marketing to develop product communication strategies.
- Manages and executes new launch routes by developing time-integrated plans with sales, advertising, and production.
- Work with the Company’s senior leadership and product/service management teams to define, launch and drive Kenya Airways’ next generation product solutions targeting various consumer segments.
Budgetary control & Strategic Communication
- Develop annual global Brand & Sustainability cost centre budgets.
- Monitor and control the individual cost centre budget.
- Seek partnerships that will ensure efficient budgetary utilization.
- Prepare and implement brand/advertising budgets as well as monitor to ensure expenditure is in line with the company business plan.
- Strategic positioning of KQ Brand in the regions
- Brand management & visibility across retail network wide
- Regional media influencing and brand endorsement.
- Corporate Event Management - leverage to communicate the brand in the region.
- Corporate Partnerships management.
Stakeholder Management
- Work closely with research, marketing & communication to execute research that will help understand how to handle competition. SOV, Brand Health & Brand Awareness
- Hold regular meetings and 1:1 with Regional/Country Managers and GSA to exchange ideas as well as corporate direction and expectations in relation to marketing.
- Jointly with Marketing and Communication Manager identify & implement Sustainability initiatives within the network in line with the KQ focus areas.
Skills
- Excellent negotiation, communication interpersonal and people skills
- Excellent organizational, planning and analytical skills
- Good knowledge of Marketing operating environment
- Good knowledge of international parameters affecting marketing
- Strong proficiency in use of IT
Qualifications
- Bachelor’s degree in marketing/ business studies/communications
- Membership/Certification – Relevant Marketing Societies
- CIM Accreditation
- 7 years’ experience in a dynamic market environment
- Experience in handling this vast market is an added advantage
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Purpose
This job is responsible for developing and implementing demand and lead generation strategies in the assigned territory. Drive Customer Preference and Loyalty in order to grow revenue, analyze markets and propose strategies; implement those strategies through market research, product development, advertising, and sales promotions within the specified region while at the same time involving KQ in sustainable community development within the KQ network. Your product portfolio will also include KQ subrands support in your markets.
Responsibilities
Regional Strategy Formulation
- Define, design, develop and implement regional marketing strategies, in order to achieve laid out objectives.
- Liaise with Area Managers to ensure the Marketing plans are aligned to Commercial plans
- Plan and execute market surveys to harness consumer insight and customer attitudes and behavior to shape product and service delivery.
- Competitor intelligence across various platforms to ensure strategies are aligned to market conditions
- Report in writing the performance on the various campaigns and their impact on the bottom-line. (M& E)
- Work closely with the communications team, especially in having a holistic view to campaigns.
- Assist in developing of creative strategies and media executions (360 view).
- Support in crisis management & local media relations in your area.
Demand Creation and Market Stimulation (Corporate Marketing)
- Drive the implementation of IMC approach to ensure market penetration, retention and boosting of market share, protect dominance in market, and drive out competition by restructuring mature markets.
- Inbound/Outbound Marketing
- Digital Marketing
- Enhance value creation from existing passengers
- Work closely with e-commerce team to ensure alignment in digital strategy
- Cross selling and joint marketing of other KQ products in the regions for revenue generation. (leisure, cargo, training center )
- Innovation in regional campaigns and executions
Budgetary control
- Develop Yearly regional marketing Cost centre Budgets
- Monitor and control the individual cost centre budget
- Prepare and implement periodic marketing and budgets and monitor to ensure expenditure is in line with the company business plan.
- Prepare budgets for campaigns and monitor and implement accordingly
- Seek partnerships that will ensure efficient budgetary utilization.
Strategic communication
- Strategic positioning of KQ Brand in the regions
- Regional media influencing and brand endorsement
- Marketing communication localization - Multi languages specific to the regions
- Regional events - golf, safari rally etc. leverage to communicate the brand in the region
Stakeholder Management
- Work very closely with Commercial to understand how to handle competition, and revenue management to execute timely interventions in the market.
- Hold regular meetings and 1:1 with Regional/Country Managers and GSA to exchange ideas as well as corporate direction and expectations in relation to marketing.
- Jointly with the GM Manager identify & implement Sustainability initiatives within your region in line with the KQ focus areas.
- Plan and organize events to communicate KQ brand and create top of mind awareness jointly with Region/Country Managers and events manager.
- Working closely with the Brand Manager ensure there is KQ brand presence within the regional markets including regular audits that ensure product and brand integrity in line with the brand manual/ standards.
- Identify and work with other partners for revenue generation. Leveraging on brands with similar values and affiliations
Skills
- Excellent negotiation, communication interpersonal and people skills
- Excellent organizational, planning and analytical skills
- Good knowledge of Marketing operating environment
- Good knowledge of international parameters affecting marketing
- Strong proficiency in use of IT
Qualifications
- Bachelors degree in Marketing
- Membership/Certification – Relevant Marketing Societies
- CIM Accreditation
- 7 years’ experience in a dynamic market environment
- Experience in handling international corporate marketing
Method of Application
Use the link(s) below to apply on company website.
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