CRM Data Analyst
Brief Description
Reporting to the Customer Relations and Excellence Manager, the ideal candidate role is to ensure that high quality Customer Data is collected via the Kenya Airways Data Warehouse and delivered to users for the purpose of knowing our customers and maintaining an accurate Customer database to improve Customer relations and effectiveness thus delighting our guests, increasing profitability and lowering the risks of the business units we serve. To improve data-driven decision making within the Commercial environment.
Detailed Description
Key responsibilities will include,
- Analyse all current CRM operations, data feeds and reports for all touch points to derive insights and answer key business questions.
- Provide data for monitoring metrics that drives customer satisfaction
- CRM data verification and database health activity and reporting
- CRM maintenance and occasional end user training as needed
- Develop an automated process for reporting on campaign results
- Setup, monitor and analyze permanent/seasonal control groups
- Partner with Marketing to identify the goals of direct client contact campaigns required to support the brand’s business goals and objectives
- Work directly with Marketing team to develop and implement trigger based client contact strategies such as new client assimilation, attrition prevention or reactivation programs
- Perform ad hoc analyses, as needed, to support client relationship marketing efforts, and to answer questions from requestors of client contact and performance information
- Perform GEMBAs to see that data from source is up to standard
- Interpret analytics and research into usable insights, which inform the business and support strategic communication planning
- Review and recommend enhancements CRM data handling policies and procedures as well as improvements in the handling and management of data and drive awareness and adherence by all front-line staff.
- Comply with data integrity and security policies
- Support the business and IT in all integrations that may be need for the best of the organization
- Monitor daily trends in campaign performance and proactively address underlying causes of trends
- Measure campaign results such as incremental lift, ROI
- Supporting the CRM Manager to deliver bespoke analysis projects to optimize the use of sales tools such as SFDC and Eloqua discover Retention triggers
Escalate risks, data progress, quality assurance reports to the Head of Customer Experience.
Job Requirements
Qualification
- University Degree in IT, Applied Mathematics, Statistics or related field.
- 2 years’ Work experience with a CRM
- Minimum of 3 years work experience with Data or related IT field Other Skills
- Excellent demonstrable knowledge of Customer relations metrics
- Excellent written and verbal communication skills
- A team player with strong interpersonal skills and a positive attitude
- Planning and organizational skills.
- Problem-solving skills.
- Proficient in use of Computer Applications (MS office modules)
- Numeracy and report writing skills
- Results-oriented individual
Passenger Handling – Instructor
Brief Description
Organize, conduct & evaluate training & development programmes to enhance organizational and individual performance of operational personnel and commercial customers. Grade H10
Detailed Description
Principal Accountabilities (KEY Performance areas):
Accountability (Responsibility)
- Design develop and passenger handling training programs in compliance with Industry standards, Organizational needs and staff development needs.
- Organize training logistics including preparation of learning material and venue arrangements
- Conduct training needs assessment to Identify training and development needs
- Deliver training programs in areas of Inflight Service and other relevant staff development courses in accordance with the approved syllabi/curriculum
- Prepare, administer, mark examinations, and communicate results
- Prepare reports on all trainings conducted to enable continuous evaluation of training
- Issue certificates to qualified participants
- Prepare and submit accurate and complete training records within the stipulated time
- Review training materials to reflect company standards, regulatory requirements and applicable industry standards.
- Maintain competency, qualification and where required certified in the subject matter required to deliver
- Act as internal consultant in subject matter areas and support in driving organization change
- Participate in the development and sharing of annual training calendar in liaison with relevant managers
- Create a learning culture by always engaging learners and their managers.
- Collect participants feedback on delivered learning solutions and ensure regular evolution training
- Monitor and evaluate implementation of the trainings to ensure effective transfer of skills and identify further training needs to continuously improve performance (Level 3).
- Support in the development, monitoring and implementation of e-learning in subject matter areas and training manuals
- Deliver commercial training programs to contribute to the achievement of revenue generation.
- Act as a Subject Matter Expert for the business in regards to Passenger Handling matters
Job Requirements
Knowledge and Experience Qualification (Minimum)
- Bachelor’s Degree
- Diploma Additional Qualifications
- Instructional Techniques
Instructional Design Years of Experience (Minimum)
- Five (5) years in operations with two (2) years in supervisory role in passenger handling
Other Skills
- Excellent communication, interpersonal and presentation skills
- Leading self
- Instructional design and delivery skills
- Motivational skills
- Proficiency in office productivity skills
Training Officer– Dangerous Goods Regulations and Cargo
Brief Description
Organize, conduct & evaluate training & development programmes to enhance organizational and individual performance of operational personnel and commercial customers
Detailed Description
Principal Accountabilities (KEY Performance areas): Accountability (Responsibility)
- Design and Develop Dangerous goods and Cargo training programs in compliance with Industry standards, Organizational needs and staff development needs.
- Organize training logistics including preparation of learning material and venue arrangements
- Conduct training needs assessment to Identify training and development needs in areas of Dangerous goods regulations- all categories, Cargo skills and procedures, Perishable Cargo Regulations, Live Animals Regulations, Warehousing Skills and other relevant staff development courses.
- Deliver training programs in areas of Dangerous Goods Regulations – all categories, Cargo skills and procedures, Perishable Cargo Regulations, Live Animals Regulations, Warehousing Skills and other relevant staff development courses in accordance with the approved syllabi/curriculum
- Prepare, administer, mark examinations and communicate results
- Prepare reports on all trainings conducted to enable continuous evaluation of training
- Issue certificates to qualified participants
- Prepare and submit accurate and complete training records within the stipulated time
- Review training materials to reflect changes in operations, Civil Aviation Authority and IATA manuals
- Maintain competency, qualification and where required certified in the subject matter required to deliver
- Act as internal consultant in subject matter areas and support in driving organization change
- Participate in the development and sharing of annual training calendar in liaison with relevant managers
- Create a learning culture by always engaging learners and their managers.
- Collect participants feedback on delivered learning solutions and ensure regular evolution training
- Monitor and evaluate implementation of the trainings to ensure effective transfer of skills and identify further training needs to continuously improve performance (Level 3).
- Support in the development, monitoring and implementation of e-learning in subject matter areas.
- Deliver commercial training programs to contribute to the achievement of revenue generation.
Job Requirements
Knowledge and Experience Qualification (Minimum)
- Bachelor’s Degree/Diploma Valid Dangerous Goods training CBTA Approach – Advanced Proficiency Level
- Must have completed Cargo Skills and procedures, Live Animals Regulations and Perishable Cargo Regulations
Additional Qualifications
- Instructional Techniques
- CBTA Instructional Techniques for DG Instructors
- Instructional design
- Training Needs Analysis
- Warehousing
Years of Experience (Minimum)
- Have a minimum of five (5) years in dangerous goods safety operations or experience in Cargo Operations but must have not less than two (2) years of working experience in the acceptance of Dangerous Goods
- Three years in Supervisory role in Air Cargo Operations
Other Skills
- Excellent communication, interpersonal and presentation skills
- Leading self
- Instructional design and delivery skills
- Motivational skills
- Proficiency in office productivity skills
Inflight Service – Instructor
Brief Description
Organize, conduct & evaluate training & development programmes to enhance organizational and individual performance of operational personnel and commercial customers
Detailed Description
- Principal Accountabilities (KEY Performance areas): Accountability (Responsibility)
- Design and Inflight Service training programs in compliance with Industry standards, Organizational needs and staff development needs.
- Organize training logistics including preparation of learning material and venue arrangements
- Conduct training needs assessment to Identify training and development needs
- Deliver training programs in areas of Inflight Service and other relevant staff development courses in accordance with the approved syllabi/curriculum Prepare, administer, mark examinations, and communicate results Prepare reports on all trainings conducted to enable continuous evaluation of training Issue certificates to qualified participants Prepare and submit accurate and complete training records within the stipulated time Review training materials to reflect company standards, regulatory requirements and applicable industry standards. Maintain competency, qualification and where required certified in the subject matter required to deliver
- Act as internal consultant in subject matter areas and support in driving organization change
- Participate in the development and sharing of annual training calendar in liaison with relevant managers
- Create a learning culture by always engaging learners and their managers.
- Collect participants feedback on delivered learning solutions and ensure regular evolution training
- Monitor and evaluate implementation of the trainings to ensure effective transfer of skills and identify further training needs to continuously improve performance (Level 3).
- Support in the development, monitoring and implementation of e-learning in subject matter areas.
- Deliver commercial training programs to contribute to the achievement of revenue generation.
- Conduct service checks for crew in accordance with OME
Job Requirements
Knowledge and Experience Qualification (Minimum)
- Bachelor’s Degree/Diploma
Additional Qualifications Years of Experience (Minimum)
- Three (3) years of relevant experience as purser.
Other Skills
- Excellent communication, interpersonal and presentation skills
- Leading self Instructional design and delivery skills
- Motivational skills
- Proficiency in office productivity skills
Instructor – Fares and Ticketing
Brief Description
Organize, conduct, evaluate training and development programs to enhance organizational and individual performance of operational personnel and commercial customers. Grade – H10
Detailed Description
Principal Accountabilities (KEY Performance areas):
Accountability (Responsibility)
- Develop and review training programs for basic fares and ticketing, advanced fares and ticketing, Altea system training to address training gaps
- Conduct a Training Needs Analysis to address training gaps.
- Develop a training schedule to facilitate effective planning of programs.
- Liaise with relevant stakeholders to enable smooth coordination of training.
- Deliver programs within the Commercial department training calendar to ensure staff gain the knowledge and skills to perform their roles.
- Monitor & evaluate implementation of training to ensure effective transfer of skills to the workplace and identify further training needs
- Develop a training schedule to facilitate effective planning of programs.
- Liaise with relevant stakeholders to enable smooth coordination of training.
- Maintain up to date and accurate training records to ensure compliance with company standards and aid decision making.
- Prepare reports on all trainings conducted to enable continuous evaluation of programs and facilitate decision making.
- Follow up on course participants to evaluate level of skills transfer & implementation of action plans.
- Evaluate programs to be outsourced to ensure relevance to the organization.
- Issuance of certificates and licenses to qualified staff to ensure compliance with KQ and IATA standards and procedures.
- Participate in the review of operational manuals (as necessary) and monitor Standard operating procedures to ensure compliance within operational areas.
Job Requirements
Knowledge and Experience Qualification (Minimum)
- Bachelor’s degree
- IATA Travel and Tourism Foundation Diploma
- IATA Travel and Tourism Consultant Diploma
- ALTEA Central Reservations System certificate.
Additional Qualifications
- Instructional Techniques
- Instructional Design
- Training of trainers course (TOT)
Years of Experience (Minimum)
- 5years experience in a busy airline sales and ticketing environment with 2years at supervisory role.
Other Skills
- Excellent communication, interpersonal and presentation skills
- Leading self
- Instructional design and delivery skills
- Motivational skills
- Proficiency in MS Office productivity skills
Manager, Revenue Inventory
Brief Description
The role holder will be responsible for leading, planning, and managing the Revenue Optimization function on all KQ operated Passenger flights. This entails Optimizing route profitability through employing progressive revenue management practices and innovatively incorporating changes in customer trends in demand and seat inventory management. The holder is also responsible for driving the delivery of passenger demand input for the yearly budgets, periodic rolling revenue forecasts and 5-year business plans. Additionally, the role holder will oversee the strategic direction of Revenue Management Groups, and Flight Disruptions and Revenue Enhancement sections to competitively position Kenya Airways in the market to ensure Customer satisfaction, retention, and growth of the airline’s market share in line with the growth ambitions of the company.
Detailed Description
Principal Accountabilities (KEY Performance areas):
Area Accountability (Responsibility Revenue Maximization
- Exceed Budgeted Network RASK (Revenue per Available Seat Kilometer) as per the company’s budget.
- Deliver Budgeted Route Revenue as per the company’s Revenue Budget, this includes budgeted Groups’ Revenue.
- Optimize network seat factor through ensuring the KQ network Demand is correctly captured.
- Define KQ network Flight seat inventory strategy, capacity management, priorities and initiatives for the Inventory and Groups team.
- Drive weekly performance management meetings with the Commercial Leadership team to signal revenue related opportunities, concerns, and risks. Network redesign and optimization
- Continuously optimize use of business resources to drive productivity and increase the budgeted Route Contribution Margin and reduce cash burn
- Design and manage a robust and progressive Capacity Optimization process to ensure capacity discipline that matches passenger demand.
- Drive and improve efficiencies in the management of Flight disruptions to deliver excellent Customer Satisfaction. Operational Excellence
- Define the yearly KQ Network Passenger Route Revenue budget, 5year business plan and deliver periodic rolling revenue forecasts to drive business decisions
- Define and implement the regional group acceptance policies and guidelines across all markets in the KQ Network.
- Ensure competitiveness of Groups’ pricing to drive revenues and grow market share across the KQ network.
- Ensure tooling evolution and accuracy of revenue management tools.
- Managing denied boarding and Cost center costs within the approved budgets. People and Culture
- Promote teamwork and staff development through training, coaching and assigning special projects.
- Improve productivity and decision-making ability of direct reports through the identification, development, and/or implementation of Revenue Management processes/procedures, and management information (MI) enhancements in support of commercial priorities and initiatives.
- Identify, build, and maintain employee skill sets necessary to optimize performance. Communication & Stakeholder Management
- Direct, Monitor and guide sales teams in Route inventory strategies and policies and ensure network generation of passenger numbers and revenues in line with the budget while promoting Kenya Airways market share.
- Optimize network capacity through guiding and advising OCC and Network planning on decisions regarding route capacity in line with Passenger demand.
- Guide and collaborate with Pricing, Interline, RM Systems and Distribution and Commercial Analysis teams on Route Inventory strategies and policies in order to drive route performance.
- Collaboration with Finance team on performance related topics and reporting, Forecast and Budgeting processes
Job Requirements
Knowledge and Experience:
Qualification (Minimum)
- A professional degree with strong emphasis on a business-related field e.g., Statistics, Economics, Mathematics or Commerce. Master’s degree is an added advantage.
Additional Qualifications (Technical)
- In-depth understanding of Revenue Management principles, systems and tools, including price elasticity and stimulation, supply and demand in the airline industry.
- Ability to integrate Origin & Destination(O&D) view in management of flights Prior experience in project management
Years of Experience (Minimum)
- 8 years’ airline working experience in a Commercial area, 4yrs of which should be in Revenue Management 4 years of Management experience in a Commercial area.
Senior Manager Loyalty & CRM
Brief Description
Drive Kenya Airways’ Customer Retention Strategy and manage the Company’s acquisition of Customers through an effective Loyalty program and team. Create Brand stickiness, increase Customer lifetime value and reduce Churn rate of KQ customers.
Detailed Description
Principal Accountabilities (KEY Performance areas):
Area Accountability (Responsibility)
- Loyalty Customer Conversion & Retention Develop and execute Customer retention and Conversion strategy to increase customer base.
- Develop a compelling strategy to increase CLV and “brand stickiness” to the KQ brand and products.
- Revenue generation Design and manage ancillary revenue products and services to drive revenue generation and profits.
- Partners management Develop the partnership framework and manage the relationship with Partners within and outside of Skyteam as well as non-airline partnerships.
- Marketing and Advertising Formulate Market strategies to drive internal and external consumer awareness, consideration and conversions to the KQ Loyalty program
- Budget Control
- Prepare and manage Loyalty programs
- Revenue and Cost budgets and liaise with Finance on billings and the Financial management of the Program.
- People management Recruit, develop, Coach, mentor and retain staff.
- Reporting Prepare business development and product plans as well as periodic reports on business performance.
Job Requirements
Knowledge and Experience Qualification (Minimum)
- Business Degree or related field
Additional Qualifications (Technical)
- Marketing certification Customer Loyalty certification is an advantage.
- An understanding of the Airline industry is an advantage.
Years of Experience (Minimum)
- 7 years in a related managerial role
Equipment Operator (Cargo)
Brief Description
The ideal candidate will ensure efficient and effective cargo handling while adhering to our KQ Standard Operating Procedures (CHM), Standard Operating Models (SOMs) and KQ Way practices in compliance with regulatory requirements, Industry best practices, SLAs and customer expectations.
Detailed Description
Key responsibilities:
- Safely operate handling equipment to support the needs of the business.
- Ensure the safety and serviceability of equipment prior to, and after use
- Maintain required levels of certification/licensing to ensure safe and effective use of equipment.
- Ensure safety & security of cargo operations in compliance with relevant legislative/industry requirements
- Maintain a healthy, safe and secure working environment in compliance with the relevant industry regulatory and legislative requirements, company procedures, regulatory authorities and requirements of customer airlines
- Ensure conformity with all regulatory requirements, organization standards and local procedures as well as requirements of customer airlines.
- Identify and report hazards, near miss, incidents and accidents.
Job Requirements
Knowledge, Skills and Experience
- ‘O’ level Training.
- Valid driving license categories BCD& E Appropriate experience/certification to operate GHE.
- Minimum 3 years accident – free driving.
- Cost/service conscious.
APPLY USING THE LINKS BELOW:
- CRM Data Analyst
- Passenger Handling – Instructor
- Training Officer– Dangerous Goods Regulations and Cargo
- Inflight Service – Instructor
- Instructor – Fares and Ticketing
- Manager, Revenue Inventory
- Senior Manager Loyalty & CRM
- Equipment Operator (Cargo)
