Deputy Manager - Sales

About the role

Responsibilities

Revenue Growth:

Drive revenue growth for Pranaam and Porter Services at regional airport by building partnerships with local businesses, travel agencies, and regional airlines. Focus on achieving revenue targets through tailored sales strategies and localized marketing campaigns.

Customer Experience Management:

Lead initiatives to continuously enhance and maintain high service quality and guest satisfaction by overseeing guest experience and service delivery for Pranaam Services. Develop feedback mechanisms to capture customer insights and use them to drive service improvements.

Stakeholder Management:

Expand business networks and opportunities and build and maintain strong relationships with corporates, hotels, and travel agents to expand business networks and create new opportunities.

Operational Management:

Ensure smooth daily operations of the Pranaam service at regional airport by optimizing resource allocation, managing staff schedules, and maintaining adherence to Standard Operating Procedures (SOPs) and regulatory requirements.

Feedback and Improvement:

Implement effective feedback management processes, regularly monitoring customer feedback to identify service improvement areas and drive continuous enhancements in service delivery.

Quality Assurance and Compliance:

Ensure all Pranaam services meet quality standards and comply with relevant local and international regulations.

Develop and implement quality assurance frameworks, including regular audits, to maintain service excellence and compliance.

Contingency Crisis Management:

Manage responses to any operational disruptions, customer complaints, or emergencies at regional airports, ensuring swift and effective resolutions while maintaining service quality.

Data Analysis and Reporting:

Utilize data-driven methods to analyze customer trends, service performance, and market conditions. Provide insights and recommendations to senior management to inform strategic decisions.

Team Leadership and Development:

Encourage team collaboration and accountability, fostering a culture of continuous improvement to meet organizational goals effectively.

Mentor and coach team members, identifying high-potential individuals and developing them into future leaders through focused development plans.

Digital Mindset:

Promote the use of digital tools and technology to enhance service efficiency, customer experience, and operational performance. Support the introduction and utilization of the Pranaam App to ensure a seamless, customer-centric experience.

Internal Stakeholders:

Head - Pranaam

Commercial Team

Finance Team

BD & Marketing Team

Human Resources

IT Team

Security Team

External Stakeholders:

Concessionaires

Airlines

Ground Handlers

Marketing Agencies

Social Media

Customs, Immigration, BCAS, AAI, CISF etc

Passengers

Qualifications

Education Qualification:

Bachelor's in Commerce, Hospitality Management, or related field.

Work Experience:

6+ years in sales or business development in hospitality or customer service management, especially in airport or travel-related services.

2+ years in management roles.