SALES AND SUPPORT MANAGER – EMQUEST (ABU DHABI) – The Emirates Group – UAE

JOB PURPOSE
This is a leadership role

Our Leaders focus on People and results, they engage, collaborate, inspire others and they consistently act as a role model. Our leaders develop a culture where all their colleagues possess the skills, knowledge and the confidence to work safely, feel respected and are engaged in helping everyone stay safe.

The successful candidate will direct all sales, marketing and customer management initiatives of the EmQuest Business through a dedicated sales force and inside support team to achieve the annual distribution revenue targets as agreed with SVP EmQuest in the budgeted year by formulating viable sales strategies, marketing tactics and optimum product and pricing mix. Develop unique value propositions, business partnerships and market programs to achieve profitability and volume to retain market share and leadership.

Job Outline:
– Manage the performance of the sales team through training, development and motivation, thus ensuring maximum productivity and contribution of each member by developing superior account planning and sales methodology while maintaining all corporate policies and standards. Prepare and implement annual budgets and adjust and report on progress to achieve monthly and annual sales, and develop marketing and financial plans towards achieving budgeted targets.

– Drive the commercial retention and growth strategy in terms of distribution in the travel agency segments (consolidators, large accounts, corporate, leisure agents, Haj and Umrah inbound/outbound tour operators etc) to access the market potential of each segment and increase market penetration through retention and claw back strategies. Represent EmQuest at Trade Events (ATM, BTI travel show, Quest), Exhibitions and Industry Conferences and work with travel agency associations like STAA and RAKTAG to represent EmQuest in a positive and appropriate manner that reflects its international and national position.

– Develop and manage the distribution channel and partner strategies of Travel Management Companies (TMC) both regionally and globally. Extensively network with stakeholders in the TMC segment to keep abreast of industry practises in the distribution world. Lobby and influence intermediaries interacting within this market segment and exploit opportunities to highlight the EmQuest brand as the foremost distribution player in this segment in order to protect and enhance EmQuest revenue. Define and drive the structure and governance for service of the TMC segment in terms of product fit, service level agreements and financial incentives.

– Formulate strategies that exploit the power of the Group companies (DNATA, Emirates Holidays, EK Sales, Yield Management, Pricing and GDS distribution) to develop value propositions that increase the customer base whilst reducing operational costs. Manage, monitor, validate, drive, action and find solutions as required through resourceful navigation within the Group to exploit Group synergies that result in minimal payout contracts and build a powerful customer base that endorses and works with multiple Group products resulting in customer loyalty and lock in.

– Develop and Manage Strategic Partnership Initiatives and Sales programs with Sabre International to position Sabre as a global brand that reflects and supports local market business practises by continuously monitoring and giving feedback on market needs in order to maintain a competitive edge. Provide Sabre International with regular and timely market intelligence reports in terms of Market trends and competitor activity that drive proactive and reactive sales campaigns which ensure growth, compliance and profitability.

– Source and develop local technological enhancements that are compatible with Sabre from third party vendors and the inside support team in order to overcome product gaps in the Sabre portfolio. Implement custom built front, mid and back office automation solutions for large premium accounts with specialized complex business requirements (Tours software, Internet Booking Engine, CRM etc) to improve process efficiency, service speed and seamless integration between the front and back office in order to maximize bookings from Key accounts in exclusive and multi GDS sites.

– Work to maintain the Global distribution model through state of the art product offerings, consolidation of the group content, and through working with non GDS distribution partners (Clear Trip, Indian Rail, AIG Insurance etc) and internal teams (e commerce, product and technical) to target non air business opportunities (leisure, low cost airlines, social media etc) to create a niche market for EmQuest business to adapt, diversify ,grow and distinguish itself from competition in a rapidly changing distribution environment.

– Analyze data and use Daily Sales Reports and monthly MIDT (Market Intelligence Data) and BIDT information as triggers to evaluate Sabre and competitor’s market share in terms of spotting new entrants, account wins and losses and take corrective action as and when required by formulating data aided sales strategies and empowering an analytical sales force.

– Liaise and coordinate with the Sales controller, technical team and vendor (CICADA) to deliver market requirements through consultation, market research, analysis, prioritization and implementation of generic market and customized back office solutions in the EmQuest markets.

– Reward, recognize and motivate agency subscribers and trade partners through innovative marketing and promotional schemes (Annual Awards ceremony, family fun day event, bowling event for subscribers, FAM trips, user group forums, distribution of promotional vouchers etc) that build customer loyalty, result in positive testimonials/referrals and generate goodwill resulting in customer loyalty and increased agency share of Sabre.

– Develop cross country and global contracts and service level agreements with key customers who operate regionally and or globally (Akbar Travels, DNATA, ANTA, OTTA) by partnering with Sabre International and its regional distributors through detailed feasibility studies involving financial incentives, product offerings, business flow consultancy and joint negotiations that exploit potential business opportunities in the region. Develop a customer account portfolio that will promote EmQuest as a regional and global brand.

BOSS
– Responsible for sale of BOSS (Back Office Sales System) in the EmQuest markets. BOSS is an in-house developed state of the art travel accounting and MIS reporting system used to lock in customers. BOSS portfolio currently supports BOSS3, BOSS4 and E BOSS.

– Liaise and coordinate with the Sales controller, technical team and vendor (CICADA) to deliver market requirements through consultation, market research, analysis, prioritization and implementation of generic market and customized back office solutions in the EmQuest markets.

Abu Dhabi & Al Ain
– Independently Manage the Abu Dhabi office operations taking responsibility for customer service (both field and customer support), product rollout, training and implementation as well as delivering and monitoring service levels in the market.

– Manage Abu Dhabi based engineers and engineering support to evaluate, monitor, maintain and enhance engineering service level support in the Abu Dhabi and Al Ain markets.

– Project manage the delivery of Airline hosting solutions, implementations and or enhancements and associated services of the VRS product suite to external customers.

– Abu Dhabi is Etihad’s home market and Etihad is very aggressive. The role holder will closely guard this market by developing market share in this politically sensitive environment by building solid relationships and partnerships that help overcome this barrier.
– Influence the dominant players in this market including agents, airlines and Abu Dhabi Travel agents association managed.

QUALIFICATIONS & EXPERIENCE
– Degree or Honours: 12+3 or equivalent

Experience
– 8+ years experience in Sales, marketing or business development of which 5 should be within IT/Travel/Business Service environment

Knowledge/Skills
– Must have experience in independently negotiating, contracting and managing large accounts and TMC’s from initiative to execution and implementation.
– Should have proven track record in an aggressive oligopoly environment and should be able to act as a critical evaluator of potential business opportunities, strategies, or acquisition targets and be able to exercise mature professional judgement and responsive decision making in a dynamic distribution environment.

– The customer base is multi-national and hence requires cross cultural understanding and sensitivity.

– The job necessitates a wide range of internal and external contacts and a high degree of networking with strong emphasis on inter personal skills and relationship management with external customers and suppliers and internal colleagues.

– Understanding of distribution and marketing models of social networks; Online channels (air and leisure); Internet booking engines and Low cost carriers is an added advantage.

SALARY & BENEFITS
We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund and it has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1=Dh3.66. This managerial role has extensive travel benefits, excellent leave and health care packages, accommodation and transport benefits, life insurance and other employee benefits making the role attractive to high performers. By viewing the ‘Dubai Lifestyle’ section in the careers website you can also consider the many benefits of Dubai as a location to live and work in.

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