Client Relations Manager, Dnata Travel

2 weeks ago

Dubai, United Arab Emirates The Emirates Group Full time

Job Purpose: The role of the Client Relations Manager is to provide travel management solutions with a focus on meetings & events to global and regional corporate customers. This role is also responsible for driving client retention and growth and ensuring strong partnership and collaboration with business development and operations teams to successfully achieve the defined strategy and objectives. The Client Relations Manager will also ensure all aspects of the clients needs are met and recommend suitable service solutions where appropriate. Key Responsibilities - Plan - Monitor client revenues and recommend ways of improving the same to line Manager for the multinational and large local accounts. Hold responsibility for client profitability - Liaise with clients regionally, as well as locally to set up a standardised and consolidated travel policies, standardised accounting, regional corporate deals, contractual obligations, etc. Lead the communication between all concerned once the setup has been established and create detailed and relevant MIS reports to support decision making, including at the client head office level. - Deploy - Monitor market trends and competitor activities and report findings and recommendations back to the line manager. - Regularly communicate to our clients the business Product portfolio using all the means available to maximise sales and revenue. Ensure that the policy decisions made by Management are promptly communicated to our front line employees. Continuously update front line employees and clients on relevant travel industry updates - Regularly update clients on the business product portfolio, using all the means available to maximise sales and revenue. Ensure that policy decisions are promptly communicated to front line staff and clients, along with other relevant travel industry updates. - Lead - Manage the financial bid for the consolidation, taking into account proposed Regional / Global servicing solution. Present recommendation to clients, stakeholders and explain the concept and how this will be implemented. Lead the response to client RFI/Ps. - Be the Client Relations Manager for the business, multinational and large local clients and represent business in the regional and global client meetings and advise line manager on any follow up required. Demonstrate the advantages of partnering with the business to client though product knowledge both locally and globally. Create intuitive pricing, product solutions or campaigns in line with client expectations and requirements. - Lead and/ or participate in assigned projects to drive efficiencies, including process improvement, development of standard operating procedures (SOPs), researching industry trends and best practice, ensuring adherence to Group project management standards. - Guide, train, coach and review employee performance and immediately address any shortfalls to maintain an effective, high-performance UAE Sales Team - Execute - Work within the remits of Regional / Global agreements and ensure that the relationship is advantageous to the business through Local/Regional/Global consolidations. Work to client set deadlines ensuring data / proposal quality is not compromised. - Negotiate on behalf of the client with vendors to secure the best business deal, to maximise savings and brand exposure for the client. - Liaise with all the service departments i.e. Revenue Accounts, IT, E-Commerce, Product team, CASA, Credit Control, etc. and ensure full support is provided to the business operations and clients, and also liaise with internal departments and clients to ensure timely payment recovery is made as well to providing feedback and support.
Qualifications & Experience: Experience - Commercial/Sales - At least 8 years experience in sales or customer relations, with at least 3 years working with regional and global clients Qualifications - Degree or Honours (12+3 or equivalent) in relevant discipline (e.g. marketing, business management) Knowledge/skills - Ability to negotiate with people at all levels, including at a senior management level - Ability to conduct statistical reviews, analyse results and make recommendations to improve operation methods and processes - Proficient in the use of MS Office skills (MS Word, Excel, PowerPoint and Access) - Strong communication and presentation skills - Ability to prioritise both in terms of workload and prioritise initiatives / actions which will have the greatest business impact - Other languages besides English: Arabic (written/spoken) is advantageous

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