RwandAir Ltd is the flag carrier airline of Rwanda. It operates domestic and international services to East Africa, Central Africa, West Africa, Southern Africa, Europe and the Middle East from its main base at Kigali International Airport. Our mission is to provide unsurpassed, safe, and reliable services in air transportation, including strategically linking Rwanda with the outside world while ensuring a fair return on investment. As part of the expansion strategy, we are looking for interested, qualified, and competent candidates to fill the following position:
Job Title: Ecommerce, Product Sales & Distribution Manager
Reports to: Senior Manager, E-commerce Distribution & Business Support
Location: Kigali International Airport
Key Duties and Responsibilities:
- Managing organizational Digital sales by developing a business plan that covers Sales, revenue, and expense controls. This includes core products as well as ancillary products.
- Ensure that all airline sales and services functions are available on e-commerce channels.
- Setting individual sales targets with the sales team and Overseeing the activities and performance of the sales team.
- Tracking sales goals and reporting results as necessary.
- Coordinating with marketing on lead generation.
- Promoting the organization and products.
- Understand our ideal customers and how they related to our products.
- Tracking customer experiences across online and offline channels, devices, and touchpoints.
- Collaborating with IT developers, as well as the production, marketing, and sales
- Extensive experience gathering and interpreting customer experience teams to enhance customer services and brand awareness.
- Aligning customer experience strategies with marketing initiatives. As well as informing customers about new product features and functionalities.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Responding to customer queries promptly and effectively via phone, email, social media, or chat applications.
- Analysing customer feedback on product ranges and new releases and preparing reports.
- Performing product tests, evaluating after-sales and support services, and facilitating improvements.
- Documenting processes and logging technical issues and customer compliments and complaints.
- Keeping informed of industry trends and new CRM technologies.
- Play a key role in the selection, implementation and ongoing optimization of the reservations system solution.
- Develop distribution channels with new partners over the GDS and APIs in order Working knowledge of airline distribution (API/GDS) and online payments and broaden the sales network.
- Work with the Ancillary team to implement negotiated partnerships with hotels, tour operators, car rentals, insurance etc.
- Manage contracts of all distribution channels
- Ensure billing correctness for all distribution channels
- Ensure 2nd level of customer support for all GDS vendors
- Ensure optimum distribution cost and track target VS actuals and variances to be followed with action items and taken to completion
- Ensure proper analysis is done with insights to help timely and accurate decision making
Desired Profile: Required education, Experience, and Abilities:
- Bachelor’s degree in business or related field.
- At least 10+ years of experience with 5 years in e-commerce Product Management, Sales and Digital Customer Experience
- Expertise in leading commercial website/app development and optimization.
- Expertise in Digital Customer Experience
- Expertise in Analytics of Digital Products, Sales and Customer Experience
- Experience in planning and implementing sales strategies.
- Experience managing and directing a sales team.
- Demonstrable record of accomplishment in devising sales-enhancing strategies.
- Solid knowledge of online customer engagement platforms and channels.
- Superb communication, collaboration, and problem-solving skills.
- Exceptional interpersonal skills and a client-centered approach.
- Sound knowledge of prevailing procedures and techniques in e-commerce.
- Unmatched supervision, research, and troubleshooting skills.
- Exceptional consulting and quality assurance abilities.
- Great organizational and time management abilities.
- Holding agile certifications is an added advantage
How to Apply:
- An application letter addressed to Director, Human Resources;
- Recent Curriculum Vitae;
- Copies of Notarized Degree/Diploma certificates
- Relevant certificates;
- A photocopy of Rwanda’s national identity card;
- Three referees
The deadline for submitting your applications is on January 31, 2023. Please send your application to recruitment@rwandair.com
NB: Only shortlisted candidates will be contacted.
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