Executive, Sales Operations

Malaysia Airlines; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading airline in Kuala Lumpur is seeking an Executive in Sales Operations to support the sales team. The ideal candidate will manage agent interactions, assist with group bookings, and provide analytical support to achieve commercial goals. A degree in Business or Marketing and 3-5 years in airline sales or aviation is required. This role offers a dynamic work environment and opportunities for career growth.

Qualifications

• 3-5 years of relevant working experience in airline sales or aviation industry.
• Proficiency in managing inquiries and bookings.
• Ability to analyze sales reports and market trends.

Responsibilities

• Support the sales team in achieving commercial objectives.
• Manage agent and customer interactions to ensure smooth operations.
• Draft and distribute trade communications including promotions.

Skills

Frontline support

Communication skills

Analytical skills

Customer service

Education

Degree in Business, Marketing, or related field

Job description

Overview

The Executive, Sales Operations is responsible for supporting the sales team in achieving commercial objectives by managing agent and customer interactions, coordinating sales activities, and providing analytical and reporting support. The role contributes to the smooth delivery of sales operations, ensures compliance with policies and procedures, and helps strengthen relationships with trade partners and customers.

Key Accountability

• Agent & Corporate TMC Guest Support: Provide frontline support to travel agents, Corporate TMC and guests by managing inquiries, bookings, and post-travel services to ensure smooth operations.
• Respond to queries from agents, Corporate TMC and guests on bookings, fares, policies, and ticketing, ensuring timely and accurate resolution.
• Deliver real-time communication and assistance during flight disruptions to facilitate re-accommodation and apply commercial policies effectively.
• Agent, Corporate TMC Data & Trade Communications: Maintain accurate and timely updates of travel agent & Corporate TMC details in internal systems in line with commercial policies.
• Draft, format, and distribute trade communications, including promotions, fare updates, and policy changes, to agents, OTAs, consolidators, and corporate clients.
• Group Booking & Ticketing Management: Assist agents and corporate clients with group travel requests through the Group Portal, including quotations, booking modifications, and system support.
• Provide ticketing support for travel agents, including issuance, reissuance, payment validation, and compliance with fare rules.
• Process involuntary refunds in compliance with airline policies, regulatory requirements, and revenue protection standards.
• Fare Filing & Fare Benchmarking: File and update public, private, and promotional fares in internal systems and distribution platforms as guided.
• Monitor competitor fares and conduct benchmarking to provide pricing intelligence and ensure parity across channels.
• Support Sales Marketing Campaign and Promotions: Support sales and marketing initiatives by coordinating backend tasks such as data preparation, reporting, and system setup.
• Facilitate Training for Agents on Sales Tools: Facilitate training sessions for agents on airline sales tools and platforms to enhance efficiency and strengthen partnerships.
• Reporting & Finance Support: Coordinate with Finance to process and track Purchase Requests and Purchase Orders, ensuring compliance and timely vendor payments.
• Compile and analyze sales reports, including revenue, load factors, incentives, and market trends, to support data-driven decision-making including Corporate TMC performance reports.
• Investigate and resolve Agency Debit and Credit Memo issues to ensure accuracy and adherence to IATA regulations.

Qualifications & Working Experience

• Degree in Business, Marketing, or any related field with 3-5 years of relevant working experience in airline sales or the aviation industry.