The Key Account Manager plays a pivotal role in nurturing and managing strategic relationships with airline customers operating at Abu Dhabi International Airport. This role ensures that customer needs are proactively addressed, service performance is consistently monitored, and positive engagement is maintained across all touchpoints. Acting as both a trusted advisor and internal advocate, the Key Account Manager drives satisfaction, retention, and operational excellence through close collaboration with internal teams and external stakeholders.
 

• Serve as the primary point of contact for assigned airline clients, ensuring a high level of responsiveness and service.
• Build strong, long-term relationships with airline station managers, operations teams, and representatives.
• Organize and lead monthly service review meetings to discuss performance, KPIs, SLAs, and improvement areas.
• Monitor operational data and service delivery against agreed KPIs, proactively addressing gaps.
• Coordinate with internal departments (Operations, Finance, Legal, etc.) to resolve client issues and align on service standards.
• Ensure all services rendered are accurately billed, prevent overcharging, and support financial reconciliation in coordination with the Finance department.
• Maintain up-to-date records of client interactions, commitments, and performance feedback.
• Support the Head of Commercial with strategic account planning and commercial initiatives.
• Identify opportunities for service improvement or value-add initiatives tailored to customer needs.
• Facilitate onboarding and induction for new airline clients in collaboration with internal stakeholders.
• Ensure compliance with company procedures and uphold a customer-centric mindset in all engagements.
• Represent the company at industry events, meetings, and informal gatherings, building rapport and trust.
• Actively contribute to a positive team environment and knowledge sharing across the Commercial department.

• Bachelor’s degree in business administration, Aviation Management, or a related field.
• Minimum of 3–5 years’ experience in account management, commercial aviation, ground handling, or airline operations.
• Demonstrated ability to build and maintain client relationships across multicultural environments.
• Strong understanding of airline operational dynamics and ground handling services.
• Proven ability to manage client relationships and influence both internal and external stakeholders.
• Experience in performance management, SLA reporting, and data-driven decision-making.
• Friendly, professional attitude with a strong sense of accountability and customer focus.
• Proficiency in MS Office