Country Manager BNL & Offline Europe

COUNTRY MANAGER BNL & OFFLINE EUROPE Kenya Airways POSITION OVERVIEW This role represents Kenya Airways across the assigned territory, with full accountability for delivering sales targets and fostering exceptional customer experiences. As Country Manager, you will drive revenue generation through strategic sales initiatives while maintaining Kenya Airways' reputation and market position across the region. KEY RESPONSIBILITIES Sales Strategy and Revenue Growth Develop and execute comprehensive sales action plans aligned with budgeted revenue targets for your territory. Monitor evolving market dynamics and competitive activity to inform pricing recommendations that optimize yield, market share, and overall revenue performance. Identify and capitalize on emerging business opportunities to unlock new revenue streams. Cultivate relationships with trade partners to strengthen loyalty and maximize revenue potential. Pursue and develop corporate business opportunities within your market. Market Leadership and Administration Serve as Kenya Airways' principal administrator in the territory, acting under Power of Attorney while protecting company interests in coordination with internal departments. Manage commercial relationships with competing airlines, industry bodies, government entities, media, customers, and partners. Enhance company visibility and customer loyalty through active public relations and brand promotion initiatives. Champion innovation and organizational change to address evolving customer needs and support commercial objectives. Team Development and Operations Build and mentor a sales team capable of adapting quickly to market changes and emerging opportunities. Lead the sales office with strong supervisory capabilities. Collaborate with the Airport Manager to maintain punctuality and exceed on-time performance targets. Support flight disruption management activities including customer rebooking, communication, and duty of care. Coordinate with the Airport Manager on scheduling reservations and ticketing staff availability during flight departures. Participate in monthly minuted meetings with the Airport Manager and cross-location teams, alternating meeting venues between City Ticket Office and airport locations. Customer Experience Excellence Institute customer-centric standards across your organization to drive loyalty and satisfaction, with focus on achieving corporate Net Promoter Score (NPS) targets. Address customer inquiries and resolve complaints promptly according to company standards in partnership with relevant departments. Monitor customer feedback and implement continuous improvement initiatives throughout your territory. Roll out corporate customer experience programs locally. Train and develop sales office teams in superior customer service delivery. REQUIRED QUALIFICATIONS University degree in a relevant field of study Minimum five years of airline industry experience in sales and marketing, including at least two years in a senior sales capacity Demonstrated ability to lead and motivate teams effectively Strong analytical capabilities and data-driven decision-making skills Proven negotiation skills and ability to influence stakeholders Computer literacy and proficiency with business systems Foreign language proficiency considered advantageous ESSENTIAL ATTRIBUTES High personal integrity and professional ethics Excellent communication and articulation skills Strong negotiation capabilities Proactive, self-motivated approach to challenges Comprehensive Kenya Airways product knowledge