Customer Success Associate at Kenya Airways

Reporting to the Commercial Manager – South Africa, the ideal candidate will directly support achievement of country commercial targets (passenger & cargo) through assigned trade/corporate portfolio while ensuring customer satisfaction through continuous customer engagement.

Key Duties and Responsibilities

Oversee overall Sales effectiveness by;

• Implementing Sales Strategy supporting direct channel first (including online).
• Ensuring growth of share of wallet of existing customer base.
• Providing valuable market intelligence as input to weekly sales meetings and sales calls.
• Developing portfolio specific sales strategy and detailed plan for execution, based on data. 
• Thinking quickly and with clear objectives in mind, adjusting daily to overcome buyer objections effectively, to ensure a differentiating customer experience and cost-effective management of the country/region with an entrepreneurial spirit.
• Weekly/Fortnightly planning, execution and update of sales calls on CRM.
• Maintaining a robust prospection pipeline with clients at all stages consistently converting at the end of the pipeline across the customer segments (Trade, Corporate, SME).
• Resolving administrative, commercial and product improvement issues within trade/corporate policies. 

Ensure people Effectiveness & Collaboration through;

• Seamless teamwork and hand off with Customer Success Support teams and Customer experience.
• Conversion of leads for partnerships as well as giving leads for business development and partnerships.

Oversee customer Experience Management/Relationship Management through;

• Number of customer engagements – B2B & B2C.
• Customer Satisfaction measurement – NPS (B2B; B2C).
• Growth of B2C & B2B database.
• Work together with clients, ideally daily, through the sales cycle and beyond.

Knowledge, Skills and Experience

• Bachelor’s degree preferably in a Business field, Economics, or related fields.
• 4 years’ sales experience, Airline experience is an added advantage.
• Strong sales and service background (including pipeline management).
• Demonstrated experience in managing a sales portfolio over a diverse market segment.
• Strong commercial business acumen/entrepreneurship and a service mindset.
• Tech-savvy and can demonstrate a clear understanding and articulation of formal sales processes.
• Demonstrates knowledge of universal travel trends affecting domestic/international travel.
• Exposure to emerging aviation world trends.
• Must be highly analytical.