Manager, Sales Operations & Support

Career Opportunities: Manager, Sales Operations & Support (21823)

Requisition ID21823 - Posted at Kuala Lumpur International Airport - AB - Global Sales - AB - Commercial

Responsible for overseeing the entire Sales Operations, with a focus on developing, implementing, and maintaining Sales Portals, as well as providing maximum support to the Global Sales Support team.

Key Responsibilities

• Evaluate, select, and implement sales tools and automation systems to enhance the efficiency, productivity, and effectiveness of the Sales Portals (Group, Corporate, and Government Portals).
• Streamline and optimize Sales Portal processes to improve efficiency, reduce costs, and enhance customer satisfaction.
• Monitor industry trends, customer behavior, and competitor activities to stay ahead in the market.
• Collaborate with Sales, Marketing, Revenue Management, IT, Reservation & Ticketing, Airport Operations, and Senior Management to identify opportunities and implement sales strategies aligned with business goals; identify areas for improvement and leverage technology/automation to enhance portal functionality.
• Analyze market trends, competitor activities, and customer demands to propose strategic plans for increasing sales across all Sales Portals.
• Provide insights and recommendations for sales strategies based on market analysis data.
• Develop and manage the sales forecast to reflect market realities and strategic objectives.
• Maintain strong relationships with key corporate accounts, travel agencies, and partners.
• Oversee customer feedback processes to improve service offerings.
• Lead the Sales Operations team by providing guidance, support, and mentorship.
• Provide ongoing training and support to the global sales team on the effective use of Sales Portals.
• Oversee training and development of the Sales Operations team to enhance product knowledge, sales skills, and customer service.
• Ensure the team stays updated on changes in products, services, and company regulations.
• Generate regular reports and presentations on sales performance, KPIs, forecasts, and trends.
• Communicate regularly with stakeholders to gather feedback, address concerns, and ensure sales tools and automation systems meet their needs.
• Act as an escalation point for complex sales-related issues and collaborate with other departments to resolve them efficiently.
• Manage vendor relationships and negotiate contracts to ensure cost-effective solutions and optimal service levels.
• Develop and maintain SOPs, documentation, guidelines, and best practices for using sales tools and automation.
• Coordinate and manage the Sales Support team globally to streamline processes and communications, both internally and with partners.
• Monitor and support the Sales Support team across all regions in operational matters.
• Oversee negotiation and management of sales support contracts, including agreements with corporate clients, travel agents, and other partners.
• Ensure all contracts align with the airline's financial and operational goals.

Qualifications & Areas of Experience

• Bachelor's degree in Aviation Business, Business Administration, Sales, Marketing, IT, or related fields.
• Minimum of 5 years' experience in the airline industry, preferably in sales operations, enablement, or similar roles focusing on sales tools and automation.
• Strong knowledge of sales processes, methodologies, and best practices.
• Proficiency in CRM systems (e.g., Salesforce, HubSpot, Amadeus) and sales automation tools (Booking Portals).
• Experience in preparing and managing departmental budgets.