1. Vision & Strategy
Define, own, continuously improve and communicate the company strategy and vision to the Extended Account Team, Top Management and the Account Management community
Analyze customer business drivers, challenges, organization, and decision processes across all aspects of their business that may impact business
Align customer needs with Airlines & Travel Channels and Other Business Units' objectives and develop an acquisition, development and retention strategic plan
Formalize into a Strategic Account Development Plan (SADP) according to agreed timing and standards
Communicate the SADP to the Management, team and stakeholders and ensure acceptance from different parties
2. Customer Excellence
Develop a relationship structure and governance between the relevant levels of decision for both company and Customer organizations
Facilitate and foster this relationship to maximize information flow, influencing, lobbying and customer's satisfaction
Advocate customer voice into company to ensure the best service to customer
Escalation point for customer issues when standard escalation processes have failed
Ensure contract execution for the interest of both company and customer and liaise with legal to resolve issues
Ensure constant alignment of implemented services, contracted services & invoices
Align company departments to act on the priorities and objectives to meet account development plan, and to deliver unified responses to customer
Monitor quality of product and service delivery to customer, escalate delivery issues, request improvements if needed
3. Business Development & Budgeting
Manage customer P&L, profitability, sales pipeline and bespoke development forecast, and provide annual budget input
Identify & develop new business opportunities while maintaining or increasing revenue and profitability
Identify customer product and services requirements and give recommendations to company product departments regarding products and pricing policies
Manage directly (for simple sales) or through the sales organization the targeting, sale, negotiation and contracting processes for additional products & services
Support and provide guidance to sales, legal and solutions organizations to adapt company approach to customer and maximize success
Approve proposals, response to RFPs, delivery plans proposed by the business units
Represent company' interests within the customer organization
Ensure that CRM/Salesforce information is updated at all times
4. Organization
Lead a cross-functional group of global Ama staff in the delivery of products and services
Ensure execution of contract by program delivery teams
Collaborate with cross departmental initiatives
5. Internal Communication
Identify, share and re-use commercial Best Practices, experiences, and lessons learnt within the commercial organization (through forums, calls, communities, etc.)
Actively share account information within the Extended Account Management team and with other stakeholders
Collaborate to knowledge creation, sharing and maintenance with commercial support teams (Portfolio Management, Sales Engineering, Legal, etc.)
Maintain commercial knowledge repositories up-to-date: Airline Knowledge Community, CRM, etc.
6. Resources & Skills Development
Adopt and implement the Account Management vision and strategy through the PDR process
Set objectives and monitor performance for Extended Account Teams in collaboration with the South East Asia Cluster Account Director, when applicable
Participate in a continuous improvement process for measuring and improving performance, satisfaction and skills (via targeted training)
REQUIREMENT - QUALIFICATIONS
Education: Master degree. (MBA would be an asset)
More than 8 years of industry experience in the airline sector preferably in IT domain.
Experience in either an airline or large IT consultancy or integrator is an asset.
Minimum of 5 years of experience in a customer facing environment (e.g. account management, project management, sales, customer support or business development) with management responsibility in terms of staff (directly or indirectly) and business ownership in the multi-million euros range.
Good understanding of the economics of the distribution & Airline IT businesses and experience in e-commerce direct sales or IT sales highly desirable.
Ability to work in a politically and culturally complex environment with exposure to the top management of the customer and of internal stakeholder.
BENEFITS:
