The Role
Job Purpose As a Commercial Manager at Alpha Flight Services, you will be responsible for leading and managing all commercial activities of the company. Your primary focus will be to develop, implement, and oversee an integrated commercial strategy aimed at increasing revenue and yield for the business, as well as managing the key relationship with strategic airline customers & Stakeholders. Exceptional customer service skills are essential in ensuring the success of this role. \xe2\x80\xa2 Support the General Manager to develop and implement a commercial strategy, sales and marketing strategy and customer profitability analysis for the business aimed at increasing revenue and yield for the business. (BOB, BOL, Inflight Retail and F&B Business) \xe2\x80\xa2 Implement and maintain a system of Strategic Account Management, to ensure that the business understands and develops its key customer relationships each business (Airline & F & B & Hotel) increase both yield and revenue. Perform analysis of customer revenues and profitability and recommend appropriate corrective action to be taken as a result. Commercial Strategy Development and Implementation: \xe2\x80\xa2 Develop and implement a comprehensive commercial strategy aligned with the company\'s goals and objectives. \xe2\x80\xa2 Identify new business opportunities and revenue streams to drive growth and profitability. \xe2\x80\xa2 Monitor market trends, competitor activities, and customer preferences to adapt the commercial strategy accordingly. \xe2\x80\xa2 Work closely with dnata Catering in order that sales and marketing activity is undertaken in an integrated and unified manner. \xe2\x80\xa2 Ensures compliance to all relevant safety policies, procedures, and controls across the department to guarantee employee safety, legislative compliance and a responsible environmental attitude. \xe2\x80\xa2 Establish relationships with relevant colleagues and interface with the rest of dnata to ensure commercial opportunities are identified and acted upon as effectively as possible. Collaborate with the different stakeholders to meet the objectives of the business. Manage Key account relationships: \xe2\x80\xa2 Act as the primary point of contact for key airline customers and airport stakeholders (Sharjah & RAK) \xe2\x80\xa2 Foster and maintain a strong working relationship with Critical customers & Stakeholders, ensuring customer satisfaction and loyalty. \xe2\x80\xa2 Regularly review the account performance, identify areas for improvement, and implement strategies to enhance service levels. \xe2\x80\xa2 Establish an effective communication process with key customers/ stakeholders to ensure account potential is maximized across the dnata local and overseas businesses, in a coordinated and consistent manner. Retail Program Management: \xe2\x80\xa2 Manage the on-board retail program, including menu selection, sales strategies, and product assortment. \xe2\x80\xa2 Collaborate with cross-functional teams, such as production, finance, and operations, to optimize the retail program. \xe2\x80\xa2 Enhance crew engagement and provide necessary training to maximize sales and customer satisfaction. \xe2\x80\xa2 To develop strategy for maximising yield for the Business Unit retail program (Hotel, Lounge & Outlet). Pricing and Contract Management: \xe2\x80\xa2 Establish competitive pricing strategies and ensure pricing is aligned with market trends and company objectives. \xe2\x80\xa2 Assist General Manager to conclude contracts negotiation for new and renewal of contracts to ensure that dnata maintains its competitive advantage and leverages on the operations. \xe2\x80\xa2 Collaborate with the group legal department to review and finalize contracts, ensuring compliance and mitigating commercial risks. Team Leadership and Management: \xe2\x80\xa2 Provide leadership and guidance to the commercial team, fostering a collaborative and high-performance culture. \xe2\x80\xa2 Set clear objectives and performance targets, conduct regular performance reviews, and provide ongoing coaching and development opportunities. \xe2\x80\xa2 Foster a customer-centric mindset within the team, emphasizing the importance of exceptional customer service. Customer Service Excellence and NPS \xe2\x80\xa2 Champion a customer-centric approach throughout the organization, ensuring that all commercial activities prioritize exceptional customer service. \xe2\x80\xa2 Monitor and improve the Net Promoter Score (NPS) for Alpha Flight Services, working closely with the operations teams to enhance customer satisfaction levels.

Requirements

• 6 - 9 years of experience in the airline catering, and developing marketing, sales and commercial strategies. \xe2\x80\xa2 At least 5 years in positions of progressively increasing managerial responsibilities. \xe2\x80\xa2 Familiarity with the aviation industry, inflight catering, and retail operations is preferred. \xe2\x80\xa2 Bachelor\xe2\x80\x99s degree in business administration, Marketing, or a related field. \xe2\x80\xa2 Working knowledge of Salesforce (CRM) \xe2\x80\xa2 Proven experience in commercial management, preferably in the aviation or hospitality industry. \xe2\x80\xa2 Strong negotiation and contract management skills, with the ability to review and assess contractual risks. \xe2\x80\xa2 Experience in managing on-board retail programs, including menu planning, sales strategies, and crew engagement. \xe2\x80\xa2 Strategic thinking and the ability to develop and execute commercial strategies to drive revenue and profitability. \xe2\x80\xa2 Excellent leadership and team management skills, with the ability to motivate and inspire a team. \xe2\x80\xa2 Strong communication and presentation skills, both verbal and written.

About the company
Making Travel Special is about knowing what customers want. We recognise that by serving our customers, we\'re also serving their customers. That\'s why we talk about the promises our customers make. In this way, we delight our customers and their passengers, even as we continue to challenge ourselves to become the most admired provider in the world. We treat customers like they are our guests. And because they expect food to be good and wholesome, we maintain the highest global quality assurance standards. What\'s more, our teams of experienced, dedicated professionals go the extra mile to provide innovative, efficient and reliable services for every single one of them. Over the years, we\'ve become a global player. In the coming decades, we\'ll continue to transform our industry by staying true to our core values.
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