Manager - Cargo Key Accounts Operations

A.    Job Purpose

Air India Cargo aspires to become a partner of choice for its key customers and prospects, across the airline’s wide global network. The incumbent would be responsible for crafting customer and internal journeys by way of analyzing market movement and collaborating with an extensive set of stakeholders, both internal and external

B.    Key Accountabilities
•    Support the global Commercial, Sales, and Operations teams in crafting network relationships and assist in executing account management plans that align with the objectives of Air India Cargo
•    Collaborate with global teams – sales, operations, capacity, pricing, and digital enablement – to raise the bar on overall service levels
•    Help and contribute to building internal capabilities to become core / preferred carriers of global freight forwarders, across the network
•    To support expansion of Air India Cargo’s Key Accounts, enhancing network reach, revenues, and profits
•    Through analysis of trends and data points, craft and put into action domain journeys along with Product, Sales, and Operations
•    Put into practice a network-wide relationship incentive structure with the aim of enhancing customer stickiness with Air India Cargo
•    Plan and put into practice a comprehensive customer feedback and review mechanism; monitor key metrics of Air India Cargo, and put plans into action to close the gap

C.    Skills / Qualities Required

Ability to engage with C-suite and key influencers of business    
Domain expertise of air cargo: multi-functional experience would be a significant advantage
Mining data and crafting next steps basis its analysis    
Comprehensive and successfully demonstrated Project management skills

   D. Key Interfaces

Internal Interfaces
Key Account Managers and Regional teams    •    Co-create customer journeys and prime move actions on closing the expectation gaps
Cross functional leaders and teams    •    Collaborate to align and / or build our offerings with customer expectations

External Interfaces
Customer’s leadership team and key influencers    •    Make Air India Cargo the preferred partner of their choice
Industry Partners    •    Engage with partners and vendors to support service delivery and enhance Air India’s cargo offerings

D.    Educational and Experience Requirements

Minimum Education requirements    
•    Bachelor’s degree in Management: Operations Management or Services Marketing

Experience
    
Minimum    
•    8+ years of experience in a Sales / Key Account management / Commercial Operations, within the cargo or airline industry, with a focus on corporate clients    

Desired
•    12+ years of experience in air cargo account management / business development and preferably a stint in building programs in operations / customer service