Sales Steering and Commercial Support Manager

In agreement with the Senior Commercial Management and Manager Sales Steering, the job holder is responsible for the definition and management of Emirates’ indirect (trade) global sales plan/way forward and acts as a global specialist to ensure high productivity and seamless quality network-wide. This includes sales force automation, systems & program development, and sales force development.  You will play a major role in the commercial success of new route start-ups and routes with significant capacity increases either through additional frequencies or aircraft upgrades to achieve the targeted load factor during the first 6 months of operation.

In this role, you will: 

New Route Development

• Manage in close cooperation with the Manager Sales Steering & Commercial Support the commercial start-up of new routes.


• Coordinate the interdisciplinary New Route launch teams by pulling expert resources from various internal and external departments (Planning, YM, Pricing, Skywards, Corporate Communications, etc.) to design and deploy the optimal commercial new route launch implementation plan.


• Source the relevant destination data with the Business Intelligence team to provide meaningful information to the global sales force.


• This includes determining the competitive situation, defining key source markets/channels/agents/customer segments and a list of concrete sales leads.


• Liaise directly with the sales force to follow up on sales leads and track and report on conversion rate.


• Compile destination briefs for the sales force and update all internal information resources with relevant destination information to ensure that they know to sell the new destination. Work closely with the SVPCOs, SVP-Global Sales, VP-Global Key Accounts and SVP-Revenue Optimisation to ensure that targeted load factors during the first three months of operation are met.


• Act as a single point of contact for new stations for all commercially relevant issues and assist them in getting familiar with Emirates’ commercial strategies and policies.


• Coordinate new station induction programmes in Dubai.


• Generate and report on agreed KPIs with senior management, and identify and flag deviations from the plan and potential options for fixing the shortfalls.

Existing Route Development

• Advise the Sales Force on how to select, segment and manage accounts, build joint business/marketing plans, plan incentives, leverage and measure profitability and achieve costs savings through commercial policy documents (e.g. Corporate Sales Strategy, Global Agent Segmentation Strategy, etc.).


• Manage the continuous enhancement and development of Emirates’ Trade CRM and Sales Force Automation system (definition of SOWs, UAT etc.), implement best working practices & processes and manage NPSDs relationship with EGIT and the user community.


• Write all systems and process manuals for the users.


• Manage the global implementation of emiratesagents.com, Emirates travel agent website and Cheetahmail mass-emailing functionality with a focus on reducing the transaction cost in the in-direct sales channel.


• This includes system development & enhancement, user training, content management and performance monitoring.


• Manage the internal commercial communication streams between Head Office and the field organization in order to make sure that the global sales force is constantly updated about products & procedures.


• Ensure the continuous development of the communication toolbox in cooperation with corporate communications to ensure that the markets have the appropriate tools to communicate with trade partners and that the communication standards are consistent across the network.

To be considered for this role, you must meet the below requirements:

• 8+ years’ experience in Commercial/Sales/Revenue Optimisation


• Experience In commercial disciplines with emphasis on economics, transportation, sales, marketing, business management and related studies.


• Experience in the airline industry, of which a minimum of 5 years have been spent in a sales or distribution position.


• Specific experience of the sales environment of the airline industry, including an understanding of the Internet, E-Commerce, Direct Sales, Marketing and process development.


• Strong people, team management and leadership skills preferably in a multi-cultural environment. Ability to communicate, negotiate and influence effectively.


• Experience in cross-functional project management and systems implementation would be an asset. Systematic and logical approach to problem solving and a capacity to work around problems.


• Ability to adapt and respond quickly to a fast changing IT environment where the business requirements need to be translated to project charters.