AddressOVERALL PURPOSE OF THE POSITION
The Key Account Manager – Ground Handling will oversee and manage key client relationships within dnata Airport Services' Ground Handling operations.
This role entails ensuring adherence to company policies and metrics, effectively managing contracts and agreements, engaging with stakeholders, driving strategic portfolio management, fostering collaboration across dnata, conducting performance reviews and prioritising customer satisfaction.
By serving as the primary point of contact for clients, the Key Account Manager plays a critical role in delivering exceptional service and value while aligning with dnata's vision, mission and values.
PRIMARY DUTIES AND RESPONSIBILITIES
- Understand and adhere to dnata Airport Services' policies and metrics, actively participating in and engaging with all relevant meetings
- Manage and influence the development and delivery of a customer-centric operation, including the management, monitoring and evaluation of all Ground Handling Contracts, Agreements and Service Level Agreements
- Engage in significant stakeholder management and consultation to ensure the fulfillment of a wide range of stakeholder expectations, diverse interests and demands
- Take ownership of strategic portfolio management, ensuring alignment with dnata's Vision, Mission and Values. Drive outcomes for clients
- Collaborate with other parts of dnata to enhance customer outcomes, leveraging the "one dnata" advantage
- Develop and nurture strong business relationships with current clients and third-party subcontractors
- Conduct monthly or quarterly business reviews to assess performance against SLAs and identify areas for improvement
- Serve as the primary point of contact, anticipating and understanding clients' needs to ensure a high level of customer satisfaction
ESSENTIAL CRITERIA
- Bachelor's degree in Business Administration, Aviation Management or related field
- Proven experience in a Key Account management role within the aviation industry particularly in Ground Handling operations
- Thorough understanding of dnata Airport Services' policies, metrics and procedures.
- Exceptional stakeholder management skills with the ability to engage and consult with diverse stakeholders effectively
- Strong strategic thinking and portfolio management skills with the ability to align plans with organisational goals and drive outcomes for clients
- Excellent collaboration and communication skills to work effectively across different departments within dnata.
- Demonstrated ability to develop and maintain strong business relationships with clients and subcontractors
- Analytical mindset with the ability to conduct performance reviews and identify areas for improvement
- Customer-centric approach with a focus on delivering high levels of satisfaction
