Background information about the job or company (e.g., role context, company overview)

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.

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 or duties

• To develop and implement sales action plans for the territory to deliver the budgeted revenue
• To monitor market trends and competitor activities and recommend pricing levels in the country 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
• To be the principal administrator (according to the Power of Attorney) for Kenya Airways in the territory while safeguarding KQ interest in liaison with relevant departments.
• 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 territory assigned
• Implement corporate customer experience initiatives within the assigned territory
• Develop and train the sales office teams in customer service

Shared Responsibilities

• In collaboration with the Airport Manager at the location ensure punctuality to exceed on-time performance targets.
• Under the guidance of the Airport Manager at the location, the Country 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 the location 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).

Qualifications or requirements (e.g., education, skills)

• University graduate in a relevant area of study
• 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

Experience needed

• Minimum of 5 years airline experience in sales and marketing of which 2 must be at a senior sales level

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

• High level of integrity
• Good communicator and articulate
• Good negotiator
• Proactive/self starter
• Good KQ product knowledge

• To develop and implement sales action plans for the territory to deliver the budgeted revenue
• To monitor market trends and competitor activities and recommend pricing levels in the country 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
• To be the principal administrator (according to the Power of Attorney) for Kenya Airways in the territory while safeguarding KQ interest in liaison with relevant departments.
• 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
• 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 territory assigned
• Implement corporate customer experience initiatives within the assigned territory
• Develop and train the sales office teams in customer service
• In collaboration with the Airport Manager at the location ensure punctuality to exceed on-time performance targets.
• Under the guidance of the Airport Manager at the location, the Country 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 the location 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).

• Good communicator and articulate
• Good negotiator
• Proactive/self starter
• Good KQ product knowledge
• 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

• University graduate in a relevant area of study
• 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