Manager Sales Support

Synopsis

The Sales Support Manager will be leading one of the regional sales support team to assist and support them with their day to day operations, workload planning and other critical regional initiatives including product operations, channel support, data analysis and other administrative tasks. This role will act as a bridge between the regional teams and the HQ teams and drive initiatives for change and efficiency enhancement.

The role is required to have deep understanding of aviation policies and B2B Support together with sound business judgement, problem-solving skills, and a passion to drive organization wide impact. The role will play a key role in aligning and enabling the regional team with the global approach and goals.

Accountabilities

• Sales Support: Manage global sales support team and support in B2B query and issue resolution, ensuring policy and procedures are followed, recommending process changes to reduce trade queries.

• Maintain regular contact with trade and corporate to handle inquiries, problems and offer assistance.

• Process Management: Collaborate with multiple sales leaders and support in designing/ refining and building sales processes and documenting any changes thereafter.

• Product Operations: Responsible for supporting all B2B customer queries related with any product/ channel, including Super Seller and Business Connect. Ensure timely resolution of queries and be a point of contact for any escalations.

• B2B Communications SPOC: Be a point of contact for entire sales organisation for any matters related with sales processes, B2B policies or communications.

• Work with Account Managers and Sales Activators to provide relevant account information to ensure timely and efficient account handling and maintenance of account data in Etihad’s CRM tool.

• Collect and provide the sales manager and the sales team with the necessary market intelligence, reports, highlighting the opportunities to improve revenue, yields and market share.

• Prepare travel agency and corporate fare updates, policy changes, product updates and ensure communications

Education & Experience

• Bachelor’s degree in any relevant field

• Should have 6+ years of experience in relevant field (Sales area or ticketing / customer service)

• Experience in sales support and knowledge of sales processes is a must

• Prior experience in Inside sales will be preferred.

• Understanding of aviation sales and commercial governance policies and procedures.

• Strong communication skills for articulating policies and processes to external and internal stakeholders

• Should have team management experience.

• Understands, and is motivated by, what is involved to change the status quo.

• Proven ability to collaborate and develop strong, productive relationships at all levels, both internally and externally.