Client Relations Executive

3 weeks ago

Dubai, United Arab Emirates Al Rostamani Travels Co. LLC Full time

Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with the guiding principles of Commitment, Care & Vision, alongside a strong sense of active involvement in the community. We are a well-diversified group, with a key presence in industries such as General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development and Information Technology Services. Our Group employs approximately 2000 people from 41 different nationalities, which contributes to our multicultural and multi-national environment.

Al Rostamani Travels and holidays is a market leader in delivering comprehensive travel and holiday related services in the UAE. Its services include corporate travel along with a wide range of local and international holiday packages.

**Job Purpose**:
This role is responsible for Client Relationship management of existing and new customers. Which will include Building and maintaining client relationships, driving the Sales teams to work towards achieving the Customer journey expectations (SLA’s, Processes). Drive Operational/Team efficiencies and deal with escalated operational/Customer issues.

**Responsibilities**:
**Client Relationship Management**
- Work with the New/Existing customers to establish a common set of goals and objectives linked to the account plan with a focus on value creation, mutual ownership and execution
- Manage the onboarding of new customers
- Review the customer expectations and map and create the operational processes and SLA’s
- Obtain and maintain records of all customer agreements, once signed by client and internal parties for legal and audit purposes (SLA’s, Credit facilities, Financial and operational agreements, Specific policies)
- Create the customer accounts on the system for Finance and the Sales team to have access to their details for future bookings
- Brief the teams on the new customers and the expectations before go-live
- Maintaining the customer relationships
- Regular customer meeting to review the customer experience and obtaining feedbacks
- Reviewing and managing Customer complaints and requirements
- Maintain Customer profiles of Top management, Key travellers from each corporate

**Team Management**
People Efficiency
- Create a high-performance sales environment focused on success by developing our people to be sales, product and destination experts in their roles
- Work along with the Leisure/Corporate Managers to establish training requirements
- Ensure all team members are well trained and upskilled at regular intervals, for them to be able to achieve all their individual and departments KPIs and Objectives
- Create/encourage the team to work smartly of new business opportunities with existing clients by promoting hotels/DMCs who have better returns and the upselling of add-ons with every Air transaction
- Review and manage team individual performances and provide regular coaching feedback and track performance improvement

Operational Efficiency
- Creating and managing the team rota to ensure resources are in line with the Customer/Operational requirements
- Review and maintain daily Sales/Query reports daily, weekly, monthly
- Create and maintain all department processes and policies for operational/team efficiency
- Identify and escalate all operational/Sales challenges/gaps to the management team
- Maintaining records of all airline/hotels/supplier deals and offers

**Additional**
- Attend FAM Tours, workshops, trainings, roadshows to keep abreast of the market requirements/Trends
- Attend meetings with Corporate/Leisure Managers to ensure operational strategies and objectives are set
- Assist Finance with follow up of outstanding payments as and when necessary

**Job Requirements**:
**Qualifications**
- Degree educated or equivalent

**Experience**
- At least 3-5 years’ experience in a similar role
- Excellent customer relationship building skills internal and external
- Target driven
- Knowledge of travel industry, travel products, market trends and competitors’ activities
- Self-starter and proactive
- Excellent presentation skills
- Excellent negotiation skills
- Good analytical skills
- Knowledge & Skills
- Special Knowledge
- Complexity of task
- Discretion/Latitude
- Impart of results
- Planning Horizon

At Al Rostamani Group, we seek talented people who work hard to achieve great things. We consider not only your skills and experience, but also your passion for the role, your desire to learn and how well you align with our core values of care, commitment and vision. If this position represents an opportunity you wish to pursue, we invite you to apply.

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