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  • Posted: Jan 23, 2020
    Deadline: Feb 6, 2020
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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.
    Read more about this company


    Sales Manager Customer Success


    The ideal candidate will be tasked with delivering regional sales targets through high sales performance and effective sales promotion while implementing central commercial policies and guidelines locally.

    Specific accountabilities include:

    Overall Sales Effectiveness

    • Implement Sales Strategy supporting Direct channel first (including online)
    • Increase market share and growth of share of wallet of existing customer base.
    • Ensure implementation of average fare as defined in budget while guaranteeing that the total revenue is always above production growth.
    • Assist sales staff in focusing on forward looking activities with which they can influence results and in discerning the best opportunities to spend time on.
    • Plan daily short and sharp stand ups to agree behavioural goals and key actions and implement the quick wins identified in line with the agreed timelines.
    • Build a strong team, overcoming objections from staff, helping to engage existing customers and prospects and to tailor the sales process to best serve the market needs; reflect regularly with the team how to become more effective and adjust accordingly.
    • Develop the market specific sales and operational strategy and detailed plan for execution, based on data.
    • Think quickly and with clear objectives in mind, making adjustments daily to overcome buyer objections effectively, to ensure a differentiating customer experience and cost-effective management of the country/region with an entrepreneurial spirit.
    • Ensure operational consistency with commercial strategy and KQ regulatory rules.

    Cost Efficiency, Productivity & Profitability

    • Ensure central support develops strongly the tool boxes and analytics needed whilst local availability of respective activities. 
    • Ensure accuracy of country sales forecasts.
    • Increase online and direct channel bookings to leverage on costs and available digital tool

    People Effectiveness and Collaboration

    • Seamless transformation into the new sales & role model
    • Accountability for daily behaviour and resolution within 2 days
    • Number of innovative solutions proposed and implemented.
    • Identify key skills gap and training and mentoring requirements for local teams and develop plan to support.
    • Put measures in place for monitoring and mentoring while paying attention to behavioural excellence and continuous improvement of staff.

    Reliable Reporting

    • Real time reporting to assist in improving revenue generation
    • Monitor and report on competitors’ activities and advise on necessary operational and sales adjustments.
    • Monitor and interpret statistics and where necessary adapt strategies accordingly.
    • Keep other departments abreast of developments/activities within the country

    Customer Experience Management/Relationship Management

    • Lobbying with local authorities and creative cooperation strategy and keeping relations with key partners and customers b2b, b2c.
    • Increase number of customer engagements – B2B & B2C (frequent flyers & new travellers) through offering excellent customer experience.
    • Deliver on customer Satisfaction measurement – NPS (B2B; B2C) as per defined by the organization.
    • Work together with clients, ideally daily, through the sales cycle and beyond


    • Bachelor’s degree (preferably in business administration, economics or similar)
    • 3 to 5 years sales experience preferably in the travel industry (2-3 years of experience in managing teams)

    Desired Competencies

    • Strong leadership qualities with a sales background.
    • Demonstrated experience in manging a sales team and growing revenue year on year, ideally from a travel/service background.
    • Strong commercial business acumen/entrepreneurship and a service mindset.
    • Tech-savvy and can demonstrate a clear understanding and articulation of formal sales processes.
    • A true leader who can take responsibility for establishing a positive, supportive, innovative and inclusive team culture and setting high standards for ethical conduct in all aspects of the business.
    • Highly analytical with ability to coach and developing others.
    • Ability to build a successful team and motivate the team to deliver on set targets.
    • Demonstrate initiative and proactiveness.

    go to method of application »

    Travel Advisor


    The ideal candidate will be tasked with promoting and selling KQ products and value add services (ancillary) at both B2C & B2B level, provide personalized travel related services to internal and external customers and demonstrate ownership and execution of Sales process.

    Key responsibilities will include;

    Overall Sales Effectiveness

    • Achieve minimum of 95% revenue to target set.
    • Follow up on leads passed on with minimum 50% conversion of leads received.
    • Drive sales strategy supporting direct channel first (including online)
    • Drive Sales Force Effectiveness (quality/quantity of engagements)
    • Promote Kenya Airways products and services to create awareness and create sales.
    • Gather market intelligence to identify threats and opportunities so as to maintain a competitive edge and generate sales. 

    Team Effectiveness and Collaboration

    • Customer Experience System (CRM) Tool adoption
    • Adherence to KQ Policies & Procedures
    • Perform daily reconciliation of sales returns to account for daily sales.

    Relationship Management

    • Build and maintain relationships with key stakeholders and specialized customer segments e.g. non-IATA agents and other SMEs
    • Ensure customer satisfaction in the market and measurement through facilitating the Net Promoter Scoring (B2B; B2C)
    • Prepare client visits workplan for clients for optimum utilization of time and resources


    • Must have Air Travel related training
    • 1-2 years’ experience in a sales role will be an added advantage

    Desired Competencies

    • Sound knowledge of domestic & international travel requirements/trend/availability
    • Exemplary sales skill and customer-oriented approach
    • Good knowledge of computer reservation systems (CRS)
    • Ability to interact, communicate & negotiate effectively
    • Fluency in English/multi-lingual
    • Initiative and proactiveness
    • Solution oriented
    • Passion about travel and tourism

    Qualified candidates are required to submit their application online.

    Only shortlisted candidates will be contacted.

    go to method of application »

    New Business Development Manager

    Job Description
    Job Purpose

    The role holder will be responsible for prospecting, building and managing a pipeline for the various segments of   potential/new customers, striving to be the best and relentlessly increase the pipeline with an aim for conversion while significantly influencing sales team dynamics as well as product and servicing strategy.

    Key duties and responsibilities will include;  

    Develop markets specific sales plans including detailed plan for execution, based on data.
    Strong focus on prospecting, building and managing a pipeline for the various segments of potential customers, with a high focus on conversion:

    • corporate and trade
    • leisure
    • cargo sales
    • groups and MICE
    • SMEs

    special segments

    • Implement Buyer process mapping, including buyer process maps, buyer personas matrix, outline and preparation of response to detailed questions to be expected from buyers throughout the sales process.
    • Sales process adoption and ownership by mapping the sales process to the buying process, customizing and continuously improving, with field testing and proof.
    • Work together with clients on regular basis through the sales cycle and beyond.
    • Reflect regularly with the team on how to become more effective, continuous improvement and adjust accordingly.
    • Think quickly and with clear objectives in mind, making adjustments daily to overcome buyer objections effectively, to ensure a differentiating customer experience and cost-effective management of the country/region with an entrepreneurial spirit.
    • Drive meetings with sales teams and customer working closely with Sales Manager Customer Success who is responsible for the welfare and development of the team.
    • A strong team player helping to engage existing customers and prospects and to tailor the sales process to best serve the market needs.
    • Ensure central support (Head Office) develops strongly the tool boxes and analytics needed whilst local availability of respective activities.
    • Implement the quick wins identified in line with the agreed timelines.
    • Hand over new prospects but keep responsibility to ensure seamless sales and account management.

    Key Metric for this role are;

    • Increase sales productivity and total pipeline size
      • Build and manage pipeline to develop new business, writing cold emails and doing cold calls, pricing quotes, developing customized creative sales presentations
      • Ensure at least 2 visits of prospects per day.
      • Increased rate of conversion
      • Average fare budgeted or higher
      • SLF budgeted or higher
      • No of contracted corporates and SMEs
      • Total revenue growth above production growth
    • Cost efficiency, productivity, profitability:
      • Route profitability
      • Forecast accuracy
      • Revenue / employee
      • Online and direct channel share > 50%
      • Cost per seat (by fleet)
      • Revenue per seat (by fleet)
    • People effectiveness and collaboration:
      • Seamless transformation into the new sales and role model
      • Accountability for daily behaviors and resolution within 2 days
      • Ensure consistent processes
      • CRM and sales tool adoption
      • Number of innovative solutions proposed and implemented
      • Real time reporting and use of figures for improved sales conversion
    • Customer satisfaction: and insight


    • Bachelor’s Degree in Business related course and regulatory understanding.
    • Minimum of 3 to 5 years of Sales experience
    • Knowledge and experience with management information and strong analytical skills
    • Commercial orientation and ability to influence decisions with effective communication
    • International experience is considered an advantage  

    Desired Competencies

    • Demonstrated experience in managing sales teams and growing revenue year on year, ideally from a travel/service background
    • Strong commercial business acumen/entrepreneurship and a service mindset
    • Tech-savvy and can demonstrate a clear understanding and articulation of formal sales processes.
    • Highly analytical
    • Coaching and developing others
    • Initiative and proactiveness
    • Aggressive, energetic, results and orientation

    go to method of application »

    Equipment Operator.Cargo Terminal Operations

    Job Purpose

    To operate ground handling equipment (GHE) in accordance with company safety and operating procedures and in compliance with regulatory authorities while ensuring healthy, safe and secure work practices. Key duties and responsibilities will include;

    • Operating handling equipment to support the needs of the business.
    • Ensuring the serviceability of equipment prior to and after use to ensure safety and serviceability of equipment.
    • Maintaining required levels of certification/Licensing to ensure safe and effective use of equipment. Any certification expiry should be reported to the line manager.
    • To ensure safety and security of cargo operations follows relevant legislative /industry requirements.
    • Understand and apply all identified and applicable risk control measures. Assist with identification of hazards within operations/work areas and report to Duty controller as soon as identified.
    • Adhere to healthy, safety and secure working environment in compliance with the relevant industry regulatory and legislative requirements, company procedures, regulatory authorities and requirements of customer airlines
    • Ensuring conformity with all regulatory requirements, organization standards and local procedures as well as requirements of customer airlines
    • Identifying and report hazards, near misses, incidents and accidents.
    • Attending all required trainings in order to have valid and current licenses and certifications at all times in compliance to regulations.
    • Performing risk assessment and implementing risk management processes on respective equipment under him/her and be aware of the risks and control measures in place to be observed.
    • To ensure effective internal and external communications and reporting to facilitate planning and control of equipment and reporting on serviceability.
    • Ensuring consistent serviceability of equipment in accordance with Government regulations.
    • To prepare and report accurately on equipment issues relating to government requirements to avoid violations which result to penalties.


    • O Level achievement of a minimum of C plain.
    • Experience 3 years in warehousing/distribution
    • Valid Driving License categories BCDE
    • Appropriate experience/certification to operate GHE
    • A minimum of 3 years accident free driving.
    • Must possess a certificate of Good conduct
    • Must be cost and service conscious

    Desired traits and competencies

    • Unquestionable integrity
    • Aviation Security
    • SMS Training
    • Airside Safety Training
    • Airside Driver training
    • Dangerous Goods training Category 8
    • Management of ULD training
    • Knowledgeable on non-motorized and GSE motorized equipment operations
    • Aware of initial ULD Regulations

    Qualified candidates are required to submit their applications online.

    Only shortlisted candidates will be contacted.

    go to method of application »

    Manager.Ground Operations Finance


    Highly adaptable, dynamic, thorough and experienced in financial accounting with latitude and self-drive to excel in finance. Does this sound like a match for you? If yes, Kenya Airways is the ideal place to elevate you to the next career level where an idea today can be set in motion tomorrow.

    Reporting to the Head, Accounting & Tax, the role holder will be involved in the formulation, maintaining, enforcing and controlling financial policies, procedures and internal controls to ensure compliance with all reporting requirements. He/she will also be tasked with the responsibility of supporting ground services section and cargo in the day to day operations.

    The Role

    Specifically, the successful jobholder will be required to:

    • Prepare half year and end year financial statements of the subsidiary.
    • Review weekly and monthly management reports to ensure correctness, completeness and accuracy to facilitate management decision-making.
    • Develop annual budgets and budgetary control systems to ensure close monitoring of company performance for decision making.
    • Develop and motivate staff to enhance productivity and capability for career growth.
    • Enforce credit, purchasing and financial policies to safeguard company resources.
    • Control company funds to ensure adequate working capital and transfer of excess funds to Head Office main account.
    • Enforce preparation of VAT, withholding tax and corporation tax returns to ensure compliance with statutory requirements
    • Develop and maintain relationships with third parties (e.g. banks, customers, suppliers, auditors) to enhance corporate image.
    • Ensure effective debtor management and control for both cargo and ramp handling debtors
    • Ensure revenue collection compliance for both Mombasa and Nairobi station.
    • Ensure a robust revenue assurance mechanism is in place to safeguard against any revenue loss.
    • Manage cost for the section as well as ensuring internal controls and risk management procedures are adhered to.
    • Support ground services in the customer negotiation and contracting process.


    • Bachelor’s degree in Accounting/Finance with at least 5 years’ experience in finance.
    • Full accounting Qualification – CPA (K)/ACCA/CIMA/ACA.
    • Demonstration of in-depth appreciation of operational risk and quality standards while driving service excellence.
    • Strong communication and presentation skills and excellent analytical and numerical skills.
    • Articulate, with strong interpersonal skills and professional with an enthusiastic attitude and focus on results.
    • Ability to work well in a team, as well as manage multiple priorities in quick time frames.
    • Good problem solving and negotiation skills.

    go to method of application »

    Chief Instructor.Technical Training


    You are a highly driven professional, well experienced, knowledgeable in corporate learning and development and well exposed to maintenance training. You have the ability to set stretching goals for self and team while continuously pushing for results and you take personal responsibility for making things happen and achieving results to required standards. You demonstrate motivation, commitment and perseverance. You possess excellent comprehension skills to understand and interpret industry data and economic trends with the Ability to think creatively and identify innovative solutions. Is this your profile? Then taking up this position at Kenya Airways, the place for those looking to new horizons, will be an excellent step for you.

    Reporting Manager, Technical Training, the role holder will be responsible for planning, developing and executing training operations to ensure that the curriculum and quality of maintenance training meets Kenya Civil Aviation Authority (KCAA)/East African School of Aviation (EASA) and Kenya Airways requirements and standards.

    The Role

    Specifically, the successful jobholder will be required to:

    • Prepare monthly training schedules and allocate instructors to execute the plans to meet operational skills demands.
    • Carry out training needs analysis (TNA) and design required courses/trainings to close identified gaps as need arises.
    • Prepare and update training manuals/training notes to ensure that up-to date information is delivered to maintenance personnel.
    • Conduct aircraft type, refresher and continuation courses for aircraft maintenance personnel to enable them to obtain and sustain maintenance licenses / approvals from Kenya Civil Aviation Authority (KCAA)/East African School of Aviation (EASA) and Kenya airways.
    • Conduct transit authorization courses (A-rating) for technicians with License Without Type Rating (LWTR) so that they are authorized to handle transit checks.
    • Prepare, review, administer and mark the relevant basic and aircraft type examinations for the aircraft maintenance personnel to assess the training and knowledge acquired.
    • Evaluate all training feedbacks for corrective actions.
    • Supervise other instructors to ensure training activities are executed as per the training plan.
    • Coach, mentor and guide other instructors to ensure that all instructions done meet the company requirements and those of the Kenya Civil Aviation Authority (KCAA).
    • Coach and mentor apprentices and graduate trainees.
    • Conduct aircraft type practical trainings for engineers and technicians after the theoretical trainings.
    • Prepare and conduct simulator training as need arises to meet Kenya Airways operational needs.
    • Prepare and conduct specialized and modular courses as need arises to meet business requirements.
    • Prepare and conduct initial and refresher regulatory trainings as per Kenya Civil Aviation Authority (KCAA)/East African School of Aviation (EASA) requirements.
    • Prepare progress and assessment reports on course participants for follow up and recommendations to the Manager. Technical Training.
    • Organize and administer the apprenticeship program to ensure successful completion.
    • Organize and administer the graduate engineering program to ensure successful completion.


    • Aeronautical/Mechanical/Electrical/Electronic degree or Higher National Diploma from a recognized institution with at least 8 years aircraft maintenance teaching experience with a minimum of 6 years on type.
    • At least one basic KCAA or equivalent maintenance license.
    • Demonstrated experience in developing, implementing and revising training curriculum.
    • Demonstrated experience in conducting simulator training and OJT on aircraft type approved/authorized on.
    • In-depth Working knowledge of all manuals and documents used in aircraft Maintenance.
    • In-depth knowledge of KCARs, EASA, FAA and other relevant National Airworthiness Authorities regulations.
    • Successful completion of at least three approved aircraft type courses.
    • Strong organizational skills and the ability to pay close attention to detail while handling multiple, simultaneous projects under deadline pressure.
    • Good interpersonal and teamwork skills, including ability to interact with and influence people at all levels.

    Method of Application

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Average Salary at Kenya Airways
KSh 169K from 27 employees

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