Customer Relations Manager – Qatar Aircraft Catering Company

Full Time @ Qatar Airways Sector: Customer Services
  • Doha, Qatar View on Map
  • Date Posted : September 27, 2022
  • Salary: Negotiable
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About the job

In this interesting role, you will be tasked to build and maintain an ongoing level of collaborative engagement with key QACC customers, both airlines and non-airline accounts. The role is responsible for building trusting relationships with clients and protecting the QACC brand by presenting, maintaining and cultivating a positive partnership image. The incumbent strives to constantly identify opportunities to grow the customer base and build positive relations with new clients. Coordinates with major account managers in contract management and revision, as well as supports start-ups and customer events.

To achieve success in this role, you will need to:

Defines and revises overall strategy and action plans for customer relations portfolio, and presents to and reviews with Executive Management on such details with flexibilities in execution.

Develops customer campaigns for customer retention and attracts new businesses.

Collaborates with all customers, with the focus on high net worth accounts, to ensure all customers’ needs are understood and addressed in a timely manner.

Designs periodic customer satisfaction surveys, using all media, to maintain constant pulse on major accounts.

Works closely with Manager, Customer Service to ensure that all account managers maintain a collaborative relationship with their respective clients.

Conducts periodic quality assurance surveys with customers to determine customer satisfaction level, and applies findings to improve the areas of focus with concerned Departments.

Cultivates and ensures a customer-centric culture is maintained throughout the organization.
Schedules regular meetings with customers to ensure customer satisfaction on a regular basis.

Keeps customers updated on the latest product innovations and service offerings in order to increase sales.

Works with Marketing team to translate business needs into technical design and implementation.

Helps Sales and Customer Service team to resolve customer issues quickly and efficiently, especially repeated issues and/or customer’s specific focus areas.

Identifies, proposes and incorporates value-adding products / services into each contract scope where applicable.

Meets regularly with other QACC managers to plan and upgrade customer strategies accordingly.

Provides ad hoc reporting as requested by Executive/Senior Management.

Qualifications

You should have a High School Qualification / Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 7 years of job-related experience OR Bachelor’s Degree or

Equivalent with Minimum 6 years of job-related experience.

You are required to have the below skillsets and experience;

Excellent written and verbal communication skills

Excellent interpersonal skills

Proficient in all Microsoft applications

Superior airline catering product/service knowledge in a customer centric organization

Team player with leadership competencies

Self-motivated and results oriented

2-5 years professional experience in a high-paced pressurized environment that is target driven

5+ years professional experience in a Customer Service, Marketing or Sales management role with a major airline or airline catering organization

Preferred: Knowledge and experience with Customer Relationship Management (CRM) applications and platform

In addition, you will have the following job specific skills:

Essential

Excellent English language skills – written and spoken

Strong analytical skills with capability to translate findings into improvement action plans

Proven problem solving aptitude and capability to drive for resolution

Ability to delegate work

Capable to set clear direction and manage workflow

Strong mentoring and coaching skills

Ability to train and develop subordinates’ skills

Ability to foster teamwork among team members

Preferred

Excellent presentation skills, including MS PPT proficiency.

Capability to develop, maintain and expand in B2B relationship management.

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