Aviation, Airline, Sales, Marketing, Retail, Business Development,
Quality Assurance Officer
- Reporting to the Quality Assurance & Training Manager, the ideal candidate will be responsible for ensuring that customer interactions are aligned with business goals, identify common customer issues, improve customer experience, and help standardize communication processes with customers while measuring and evaluating the performance of the Customer Excellence Agents and the Team Leaders who come in direct contact with the company’s customers. He/she will also ensure the implementation of the CEC Quality Assurance programme and that the CEC agents are adhering to the set standards, procedures and policies of Kenya Airways while offering the highest level of service.
- Use Quality monitoring data management systems in place to compile and track performance at team and individual levels.
- Perform continuous audits on both inbound and outbound calls, social media, chat, and email responses.
- Up skill current and new hires by conducting orientation sessions and arranging on-the-job training.
- Enhance current and new agents’ product knowledge, reservations systems, omni channels, KPIs and expected service level standards by performing
- refresher trainings on KQ products or services.
- Mentor, Coach and train any inconsistent performers on their areas of weaknesses to achieve company and career goals.
- Act as the go-to within the business for anyone with questions or queries regarding training and development plans at the CEC.
- Give timely performance feedback impacting on service level quality to CEC Agents and address areas of improvement with CEC Team leaders.
- Identify product and service quality gaps and provide guidance on how to address them in a timely manner to ensure efficiency and alignment with best practices.
- •Ensure training files are updated and records of training assessments and participant attendance are up to date.
- Participate in the review of Customer Excellence Centre policies and procedures as well as improvements in the service level standards and drive awareness and adherence by all customer excellence Centre staff.
- Generate reports for management attention on Quality KPIs.
- Review and compile documentation before and after internal audits and implement corrective action plans.
- Diploma in IATA Travel and Tourism.
- Minimum C (plain) in KCSE
- Bachelor’s degree is an added advantage
- Minimum of 7 years’ experience in the airline industry 3 of which must be in Training or Sales &Ticketing.
- Minimum of 2 years’ work experience in a Trainer role.
- Certification in Airline reservation systems and management skills training.
- Certification in Instructional techniques / design and Quality management systems.
- Excellent demonstrable knowledge of customer excellence Centre SOPs.
- A team player with strong interpersonal skills and a positive attitude.
- Excellent communication, problem solving and interpersonal skills as well as excellent report writing skills.
- Must be a person of unquestionable integrity.
- Teamwork / team player.
- Results oriented.
- Customer focused.
- Attention to detail.
- Planning and Organizational skills
Analyst Flight Disruption and Revenue Enhancement
- Ensure proper, efficient,effective and economical way of handling schedule changes (CV), flightdisruptions (WW) and ensuring passenger re-accommodation and re-protection bothinbound and outbound.
- Ensure continuous revenuegeneration on all KQ flights by pro-actively capturing revenue opportunities,ensuring revenue integrity and minimizing inventory spoilage (flying an emptyseat) and to achieve overall company revenue and passenger targets.
- Ensuring passenger re-accommodation andre-protection both outbound and inbound.
- Ensure the most effective reroute/rebooking options are chosen when disruption occurs.
- Assist the network on forcebooking as perinitial classes due disruptions.
- Lead in continuous engagements withschedules planning to design schedule change process that ensures alignment ofKenya Airways flights in inventory.
- Ensure the most cost effective re-routeoptions are chosen when disruptions occur using SkyTeam partners, JV partners ,reprotection agreements and interline SPA partners.
- Maximum retention on KQ services followedby selective usage of SPA and Hotel accommodation.
- Support inventory team to perform timely flight steering toavail the right seat to the right customer at the right price in the righttime.
- Support the entire Revenue Management functions after officehours, weekends and public holidays.
- Manage costs by proactively negotiating with other carriersto take our passengers at lower negotiated rates during disruptions.
- Processing of Special Service Requests (SSRs) to ensurequality customer satisfaction (INFT, WCOB, STCR, WHCS, SPML, Plusgrade,Blocked/ Unblocked seats).
- Work closely with OCC Duty managers during disruptions todeploy the right equipment on the right route to maximize revenue and reduce onoperational cost.
- Re-protect passengers incase of equipment changes to ensureseamless customer service.
- Update Adhoc flight changes in Altea Inventory systems.
- Provide rerouting alternatives for passengers during flightdisruptions in close coordination with CEC, Sales and airline partners.
- Continuously reconcile and synchronize planned versus filedflight schedule/ equipment to ensure optimal revenue gain per flight.
- Provide 24/7 PRM support to the business all the year round.
- Provide best available options thatreturn the operations to normal as soon as possible ensuring minimumdisruptions.
- Provide support to Staff travel/Salesteam for duty booking confirmations.
- Close co-ordination with crew schedulingand engineering team – Block/unblock unserviceable seats and unblock seats for positioningcrew.
- Work closely with CEC, Sales offices andthe network to provide efficient rebooking options.
- Support quick email responses to requestsfrom CEC, ATO, CTO and Outstations.
- Assist the network on force-bookings asper initial classes for MEDA, INADs, special market offers, promotions andancillary services by manager authority.
- Prepare and analyze the schedule changeSET report, flight disruption report and circulate the same to all relevantstakeholders.
- Prepare Loads Signal (Losig) reports dailyon flight booking loads performance (Low or oversale) to facilitate DMO/ MOCminimize Adhoc disruptions.
- Prepare daily reports on reconciledversus planned flight schedule/ equipment for future use in decision making.
- Prepare daily SSR reports to trackrevenue performance on Special Service Requests made.
- Prepare force booking report to assist inminimizing revenue loss through booking integrity.
- A professionaldegree with a strong emphasis on a business-related field e.g. Statistics,Economics, Mathematics or commerce.
- Minimum 3 yearsairline experience in commercial, ground services or operations.
- Good knowledgeof inventory, Revenue management and Kenya Airways products.
- Training inFares and Ticketing/ Reservation.
- Proficiency inthe usage of airline passenger system.
- 3 years airline experience in commercial, ground services or operations.
- Good Analyticalskills.
- GoodEntrepreneurial skills.
- Goodnegotiation skills
- Goodcommunication skills
- Goodinterpersonal skills.
- Problem solvingskills
- Goodpresentation skills
Senior Brand and Marketing Manager
- This job exists to guardand maintain the KQ brand Integrity, drive Customer Preference and loyalty togrow brand love, analyse markets and propose strategies; implement thosestrategies through market research, product development and advertising while atthe same time involving KQ in sustainable community development within the KQnetwork. This role is also responsiblefor developing and implementing corporate marketing strategies that focus ondemand and lead generation Globally. You will drive customer preference andloyalty to KQ brand by analyzing, proposing and implementing relevant marketinggrowth strategies within the assigned globally through online and offlinemarketing. Your product portfolio includes the full range of the KQ Brand andsub brands (KQ Pride, KQ Maintenance & Engineering, KQ holidays, KQCharters among the others).
- Manage brand andadvertising by creating, overseeing, and promoting KQ brand, products, andservices, to drive customer preference and loyalty thus generating increasedrevenue.
- Manage the KQBrand across the product Portfolio (Brand Custodian)
- Plan andexecute brand look and feel to ensure consistency throughout KQ productPortfolio.
- Implement andalign the advertising strategy to the brand and, positioning, and messaging,naming and collateral for new and existing products and services.
- Direct mediastrategies and execution of plans thereof to ensure right Brand messages andunderstanding of KQ products and services by customers and other stakeholders.
- Planning andexecuting periodic customer surveys to develop insights for business growth.
- Develop andimplement brand and advertising strategy, positioning, and messaging, namingand collateral for new and existing products and services.
- Working closelywith the Marketing & Communications team to ensure KQ brand presence withinthe regional markets including regular audits that ensure product and brandintegrity in line with the brand manual/ standards.
- Define, design, develop and implement marketingstrategies, to drive brand awareness, customer preference &loyalty,corporate revenues via omnichannel within the assigned territory.
- Work with stakeholders (sales director, head of PRM& their staff, Communications team, brand manager) to establish marketinggrowth strategies to support the assigned regions’ revenue goals.
- Work with stakeholders (Brand, communication,research, loyalty and digital commerce teams) to plan strategic brandinitiatives aligned to the corporate strategy, within the assigned region.
- Evaluate market trends and competitor intelligenceacross various platforms to ensure strategies are aligned to market conditions.
- Report in writing the performance on the variouscampaigns and their impact on the bottom-line. (M& E).
- Design and implement creative strategies and mediaexecutions (360 view) with agency partners.
- Set and achieve KPIs for online and offlinechannels within the assigned region.
- GuidesBrand application across the product range with clear support for IFE,Catering, Fleet and Duty free.
- Recommendthe nature and scope of present and future product lines by reviewing productspecifications and requirements, appraising new product ideas and/or product orpackaging changes.
- Assessesmarket competition by comparing the company’s product to competitors’ products.
- Obtainsproduct market share by working with the Head of Marketing to develop productcommunication strategies.
- Managesand executes new route launches by developing time-integrated plans with sales,advertising, and production.
- Workwith the Company’s senior leadership and product/service management teams todefine, launch and drive Kenya Airways’ next generation product solutionstargeting various consumer segments.
Demand Creation and Market Stimulation (CorporateMarketing)
- Lead the development and implementation of marketing plansaligned to the assigned regions objectives, providing inputs and local insightsto ensure relevance to market context and working with regional stakeholders(General managers, PRM, digital commerce).
- Drive promotional activities through an IMC approach toachieve laid out objectives.
- Plan and propose efficient media channels and buys (bothoffline and online) to achieve required efficiencies and reach for the assignedregion.
- Work with research to plan and monitor campaign and channelperformance with the aid of tracking tools and propose relevant actions toensure assigned objectives are met.
- Provide regional sales with aids and tool kits toeffectively market KQ brand within the assigned region.
- Ensure optimal exposure of direct first is established asthe preferred channel in the assigned region.
- Ensure effective cross selling of other KQ products withincampaigns, in the assigned region.
- Monitor day to day in market campaigns in the assignedregion, ensuring the team is aligned with the brand guidelines, processes,timelines and provides regular tracking and reporting.
- Develop annualglobal Brand & Sustainability cost centre budgets.
- Monitor andcontrol the individual cost centre budget.
- Seekpartnerships that will ensure efficient budgetary utilization.
- Prepare and implement brand/advertising budgets aswell as monitor to ensure expenditure is in line with the company businessplan.
- Strategic positioning of KQ Brand inthe regions
- Brand management & visibilityacross retail network wide
- Regional media influencing and brandendorsement.
- Corporate Event Management – leverageto communicate the brand in the region.
- Corporate Partnerships management
- Work closely with research, marketing& communication to execute research that will help understand how to handlecompetition. SOV, Brand Health & Brand Awareness
- Hold regular meetings and 1:1 withRegional/Country Managers and GSA to exchange ideas as well as corporatedirection and expectations in relation to marketing.
- Jointly with Marketing andCommunication Manager identify & implement Sustainability initiativeswithin the network in line with the KQ focus areas.
- Manage dedicated Marketing and BrandManagers
- Set and cascade KPIs to team members,ensuring clear understanding of deliverables.
- Identify and recommend appropriate developmentinterventions (training and other initiatives) for individual staff that workunder you, ensuring these interventions are well captured in the employee’sappraisals for alignment with the HR support manager.
- Ensure team members are compliant andunderstand KQs safety, security and health requirements, expectations throughrelevant provisions (induction, iLearn, Training, KQ world)
- Ensure team members compliance aroundconfidentiality, security and protection of KQ’s internal information handledduring day-to-day duties, is maintained from unauthorized access, disclosure,destruction, corruption, inspection, recording or modification.
- Universitygraduate preferably in Marketing or relevant business related degree
- 8 years’experience in a dynamic Market environment minimum 3 of which should be in aleadership marketing and brand position
- PostgraduateDiploma in Marketing
- Membership/Certification– Relevant marketing bodies
- Excellentnegotiation, communication interpersonal and people skills
- Excellentorganizational, planning and analytical skills
- Good knowledgeof Marketing operating environment
- Good knowledgeof international parameters affecting marketing
- Strongproficiency in use of IT
- Research Manager will be responsible to lead, coordinate, and supervise the execution of market research, the results of which will be used to reevaluate and optimize existing and seek new business opportunities. The manager will also manage competitor intelligence to assist in the development of sales and marketing strategy initiatives.
- Develop and implement market research plans and strategies aligned with company objectives
- Lead to conduct primary and secondary research to identify customer needs and preferences, and analyze research findings to provide insights and recommendations to management
- Drive the Preparation of research briefs for external research companies, monitor research activities to ensure quality control, and review the efficiency of all research processes
- Utilize research to monitor customer opinions and perceptions of our major competitors, and provide feedback and briefings to relevant stakeholders
- Coordinate and facilitate market research to ensure cost-effective methods are used, manage and monitor the ongoing effectiveness of our research suppliers.
- Forecasts and tracks industry marketing and sales trends based on collected data.
- Performs other related duties as assigned.
- Develop and establish the competitor intelligence function, including the framework for coordination and processes to gather relevant data from all necessary sources
- Analyze and interpret information on competitor intelligence, including competitor’s offers, value propositions, alliances, and market relationships, and activities that are impacting on our market share
- Provide summary information to all relevant managers to assist in the development of counter offers and marketing strategy initiatives
- Provide guidance in feedback and briefings to frontline staff on key findings from competitor analysis.
- Develop and manage the market research budget, ensuring resources are allocated appropriately and within the agreed budgetary limits
- Monitor expenditure against budget, identifying and addressing any variances or risks
- Develop business cases and proposals for additional budget requirements where necessary, and ensure all spending is in line with company policies and procedures.
- Develop and deliver regular reports to senior management on market research and intelligence findings, including insights, recommendations, and performance metrics
- Ensure reports are accurate, insightful, and actionable, and present findings in a clear and concise manner
- Collaborate with other teams, such as marketing and product development, to integrate research insights into business decisions and strategies
- Continuously monitor and evaluate the effectiveness of reporting processes and make recommendations for improvements.
- Work very closely with Commercial to understand how to handle competition, and revenue management to execute timely interventions in the market.
- Hold regular meetings and 1:1 with stakeholders (sales director, PRM, Digital commerce and their staff) to exchange ideas as well as evaluate effectiveness of shared campaigns within the assigned region.
- Working closely with the Managers within Digital, Brand and Marketing Department ensuring there is KQ brand presence within the assigned region including regular audits that ensure product and brand integrity in line with the brand manual/ standards.
- Establish partnerships to reinforce KQ position in the assigned market. Leveraging on brands with similar values and affiliations
- Manage and lead a team of market research professionals, providing guidance, coaching, and feedback on performance and development opportunities
- Foster a culture of innovation and continuous improvement within the team, encouraging knowledge sharing and collaboration
- Ensure team members are equipped with the necessary skills, resources, and support to deliver high-quality research outcomes
- Set team objectives, monitor progress, and provide regular performance feedback to team members.
- University graduate preferably in Marketing
- Bachelor’s degree in business or social Sciences
- 7 years’ experience in a dynamic market environment with a minimum of 5 years of market research experience, including experience in managing research projects and leading a team
- Proven ability to comprehend and interpret competitor strategies and consumer behavior, and to gather large amounts of data and convert it into meaningful analysis with a user-friendly format
- Strong theoretical and research proficiencies, analytical thinking, and problem-solving skills
- Excellent teamwork and interpersonal skills, with strong written and oral communication abilities
- Ability to work under pressure and meet strict deadlines.
- Membership/Certification – Relevant Marketing Societies
- CIM Accreditation
- Experience in handling this vast market is an added advantage
- Excellentnegotiation, communication interpersonal and people skills
- Excellentorganizational, planning and analytical skills
- Good knowledgeof Marketing operating environment
- Good knowledge of International parameters affecting marketing
- Good knowledge of both offline and online marketing channels.
- Strong proficiency in use of IT