Sales Support Manager

2 months ago

Dubai, United Arab Emirates The Emirates Group Full time

Job Purpose: At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. About the role Exercise operational/administrative control on UAE DXB Sales Team to develop Emirates business through different distribution channels in Dubai. The job ensures the efficient operation of the field sales, maximum job satisfaction for the sales executives and the best standard of services to the channels. The role also ensures that the Travel Agents/ Corporates in Dubai are fully aware of Emirates products/services and are motivated to sell Emirates What you will do - Monitor and review activities of Senior Sales Executives/Sales Support Executives, appraise and assess performance for a smooth day to day operation ensuring that all Travel Agents (stockholders or non-stock holders)/corporates in Dubai are regularly contacted and properly serviced by the Sales Team. - Ensure that all direct reports are continuously supported through the MyBC process and each have a personal development plan that ensures the execution of both soft and technical skills development. - Address staff grievances and take corrective action when required and escalate when appropriate to HR for disciplinary, grievance of occupational health related casework. Ensure that the team are kept updated on EK products and services through training at least twice a year. - Analyse and recommend new sales strategies to the line manager, to achieve projected revenue targets through efficient and professional utilisation of all available resources. - Advise Manager Dubai & NE about the sales team performance, market situation and competitor activity on a weekly basis. Arrange monthly meeting with MGR/DXB-NE and the entire team to discuss strategies and objectives for the month. ( Minutes to be documented and shared) Use this forum to recommend appropriate counter strategies. Use Market intelligence appropriately to take appropriate proactive as well as reactive action. - Conduct briefing sessions with the team updating them about the focus of the week and regular product enhancements Corporate/Trade/Government Travel - Develop key Corporate, Government and Trade accounts, draw an annual Account Development plan, continually evaluate and analyse performance of these accounts and ensure that the plan is on track. - Evaluate corporate deal proposals presented by Senior Sales Executives and based on traffic potential, seasonality, competition etc., advise a course of action ensuring incremental revenue. - Analyse Agency/ Corporate sales, establish targets for Sales Executives and the Travel Agencies and contrive sales strategies for peak seasons i.e. Eid, X-mas, Diwali, Onam, school holidays etc. in consultation with Sales Managers. - Organise seminars or presentations on Emirates products and services as and when necessary for the Travel Agents/Corporates to ensure full understanding of Emirates products and services. Ensure that these are rolled out in a timely manner to capture all revenue opportunities. - Continually review travel trade developments and suggest appropriate modifications in the sales policy to the line manager, to ensure profitability and explore new business prospects. Ensure that management reports are dispatched on time. Prepare and distribute trade circulars promptly. - Conduct Agency Investigations for BSP/IATA to ensure Agency layout and decor is according to Emirates - Corporate Standards. Prospect for potential agents for Emirates and influences them to obtain BSP approval to acquire EK ticket stock. Agency Support Unit - Efficient and effective handling of the Sales unit to achieve overall organizational objectives. Ensuring that ASE's achieve their set targets. Monitor SQL for primary line ensuring that call quality standards are adhered to. Monitor and ensure that targets for queries sent by fax, email and MARs queues are actioned within the agreed SLA. - Timely updates to Agents on EK's products and fare information e.g. Circular to be sent out to trade on the same day as and when fares are changed/amended. Any promotional offer launched needs to be communicated on the same day to entire trade database through dotmailer. - Adhere to deadlines to ensure timely distribution of all fare and product Information. - Ensure accurate recording in the various Management Information Systems (MIS) (E.g. Target.com), - Monitor BSP sales to ensure MS achieved & suggest action plans to SM for improvement. Evaluate GDS cost reports and assist revenue accounts/finance in validating all ADMs/ACMs raised to the agents before they are sent to the agents. Industry Tariffs - Support the UAE Sales teams (i.e. Trade, Corporate, Government, E-Commerce and Marketing) by providing competitive fares. Assist Tariff Support Manger to achieve overall objectives and targets set for the Tariff Unit. Ensure high quality of customer service both over the phone and thr

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