Vacancies at Kenya Airways

Brief Description        

Reporting to Commercial Manager, the ideal candidate will be tasked with promoting and selling KQ products and value add services (ancillary) at both B2C & B2B level, provide personalized travel related services to internal and external customers and demonstrate ownership and execution of Sales process.

Detailed Description        
Principal Accountabilities (Responsibility)  

Ticketing 

• Locate available flights; Check on best connections if more than one flight is involved, determine fare costs to maximize on revenue while helping passengers to save.
• Help customers find the right itinerary that fit their needs; apply upgrades on additional costs to generate more revenue.
• Provide with details and accurate fare quotes to all KQ clients to provide the best applicable fare and generate revenue.
• Handling unaccompanied minors, cancel or change reservations when requested by clients, reissue, revalidate tickets and collect applicable fees thus generate income.
• Action queues appropriately and inform passengers on flight changes, confirmations, ticketing time limits, handle special requests like seats preference, meals, baggage requirements waitlists and confirmations, to ensure customers’ requests are met and reduce GDS costs.
• Highlight to customers the legal requirements covering their journey such as passports, visa, and health requirements, check in place, departure time and baggage allowance to avoid inconveniencing the passengers and ensure seamless service.
• Action VMPDS, selling excess baggage, handling cool fliers (student fares) to increase sales and passenger loyalty.
• Correct CRS usage and queue management to reduce cost and increase revenue generation.

Customer Service

• Actively build relationships with clients by offering good customer service to retain and recruit new customers.
• Support travel agents by efficiently assisting them with their general enquiries to improve relationship with the travel market and increase agent’s loyalty.
• Providing online assistance for reservation, check in, payment to maximize sales and ensure customer satisfaction.
• Actively involved in suggesting new ideas and providing recommendations on the improvement of services provided, this increases revenue and ensures KQ success as market leading airline.
• Handle customers complaints (denied boarding, baggage etc to ensure customer satisfaction and retention.
• Facilitate and coordinate tracing of lost, delayed, or misdirected baggage for customers and ensure safe delivery of the said baggage to win passengers confidence.
• Handling GSA services –Ticket issue to increasing KQ network through joint ventures.
• Handle flight schedule disruptions to ensure passengers have a seamless service throughout their journey and Carry out service recovery.
• Handle general inquiries for both internal and external customers and develop and maintain customer database to enhance customer loyalty and market intelligence.

Documentation

• Reconciling of sales returns to account for personal daily sales.
• Processing refund and ensuring passengers are advised accordingly on the amount refundable for reimbursement on unutilized tickets.
• Writing of miscellaneous charge orders (MCO) and invoicing to ensure timely and accurate payment of issued ticket to both direct and indirect corporate.

Sales

• Generate auxiliary revenue through sale of Travel insurance, KQ holiday packages and any other ancillary products that are available.
•  Sell KQ products through telephone, e-mails to maximize on sales and enhance accessibility.

Job Requirements        
Qualification (Minimum)

•  Must have Basic Airline fare and ticketing training.
• 1-2 years’ experience in a sales role will be an added advantage.
•  Sound knowledge of domestic & international travel requirements/trend/availability.
• Exemplary sales skill and customer-oriented approach.
• Good knowledge of computer reservation systems (CRS).

Additional Details        
Other Skills

• Ability to interact, communicate & negotiate effectively.
• Fluency in English/multi-lingual.
• Initiative and pro activeness.
• Solution oriented.
• Passion about travel and tourism.

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Brief Description        

Responsible for the core activity of Propulsion Engineering Section, ensuring strategic development and management of all propulsion equipment (Aircraft Engines and Auxiliary Power Units [APUs]), operational reliability, technical standards, compliance with regulatory requirements, and a cost-effective operation and maintenance of aircraft engines and APUs through provision of technical and commercial management. The role holder will develop long term direction and scope of the organization to ensure profitability and growth, driving operational efficiency value at optimum cost.

Detailed Description        
Principal Accountabilities (Responsibility).

Strategic and Business Management

• Initiate & develop sectional strategy to meet the operational requirements of the agreed commercial fleet plan ensuring the requirements of KQ and regulatory bodies are met.
• Develop internal procedures and policies to bring about a continuous improvement in working practices and key performance criteria in line with industry best practice and KQ brand and people management principles.
• Develop a strong communication plan while managing relationships with KQ Technical department and external stakeholders.
• Ensure all business processes and procedures are detailed in the Department Procedures or Local Instructions as appropriate.
• Develop the long-term direction of the section to ensure profitability and growth, driving productivity and efficiency.

Financial Management

• Define and manage sectional budget including development and execution of the Engine and APU shop visit plans.
• Plan and organize short (0 to 3 years), medium (3 to 5 years) and long term (5 to 10 years) maintenance strategies for the aircraft engines and APUs with a firm focus on life cycle cost management.
• To develop capital budgets for aircraft engines and APUs in line with the needs of the business.
• Establish aggressive but realistic cost, quality and timeliness objectives for the Propulsion section and drive achievement.

Leadership, People and Supplier Management

• Attract, hire, develop and retain the best possible team ensuring that there is an outstanding group of employees with a common vision, sense of purpose and shared values who will focus on superior levels of quality, productivity and customer satisfaction.
• Drive a high performance team to ensure all outputs and deliverables are met in line with KQ’s long term and strategic goals.
• Full accountability of decisions within the propulsion engineering unit and full accountability of ensuring effective cross-functional and collaborative leadership at Technical Leadership team.
• Continually challenge, develop, coach and support team members  and lead by example.
• Lead, direct, motivate and develop the propulsion engineering team to ensure that the agreed standards of performance and contribution are successfully achieved, whilst ensuring all staff receive performance assessments and clear objectives set.
• Set sectional engagement in line with KQ and the Engineering & Maintenance divisions objectives.
• Conduct regular one-to-one and team meetings with all direct reports. Regularly communicate Engineering & Maintenance strategy and performance to staff in line with a departmental communication plan.
• Take personal responsibility for issues of poor performance, disciplinary and staff conduct. Ensure that decisions are in line with company HR policy and take account of all possible outcomes associated with decision making.
• Ensure planning and execution of all interactions with Propulsion engineering related suppliers, in a coordinated fashion across the relationship lifecycle in order to maximize the value realised through those interactions.
• Ensure Supplier management plans to deliver value created by contracting is realised (and get a bit more), and benefits include increased visibility into our supply base (reducing risk), increased quality in products and service provided and alignment of our suppliers with KQ processes and corporate goals.

Technical and Safety Management

• Setting engine and APU management strategy for asset modifications, integrated maintenance programmes and reliability, and maintenance / work scoping policies to ensure high quality and fully optimised life cycle cost management that matches the fleet operating plans.
• Setting propulsion equipment and maintenance policies based on technical performance, reliability and cost of ownership, with a firm focus of life cycle cost management and decision making.
• Ensure all Propulsion section business processes and procedures are detailed in the Department Procedures or Local Instructions, as appropriate
• Ensure decision making that will deliver the highest technical standards, whilst ensuring safety and operational reliability, yet minimising operational cost.
• Ensure that all regulatory and legal requirements, statutory responsibilities and directives pertaining to the sectional activities are in compliance and that the highest levels of technical standards, safety and reliability are maintained.
• Support maintenance in troubleshooting to manage repetitive propulsion defects.

Sourcing and Acquisition

•  Analysis – work with the Fleet Development section as the primary resource for the generation of financial and technical analysis to support engine (and related aircraft) acquisition recommendation to the business leadership in order to meet the strategic fleet plan.
• Contract Negotiation – Technical Negotiator (lead) for engine lease terms including maintenance reserve rates.
• Board Papers – Business cases for Engine transactions that require Board approval (e.g. Maintenance Cost Per Hour [MCPH] programs).

Job Requirements        

Qualification (Minimum)

• Graduate from a recognized university (Mechanical, Aeronautical Electrical/Electronics or equivalent).
• Understanding of Project Management methodology.
• Inter-departmental knowledge and liaison.
• Understanding of aircraft and engine procurement policy.
• Understanding of basic legal precepts.
• Working knowledge of current airworthiness regulations.
• A master’s degree in Engineering is an added advantage.
•  Over 8 years of work experience.
• 5 Years at supervisory level working with Aircraft Engines.

Additional Details        

Other Skills

• Demonstrated competence in engineering practices.
• Advanced technical knowledge on propulsion equipment.
• Demonstrated knowledge in managing complex engine maintenance operations.
• knowledge of KCAA/EASA/FAA requirements and Kenya airways procedures.
• Possess training credentials on various discipline related aircraft standards, regulations, policies and procedures.
• Must be able to analyze, forecast and challenge logic of events.
• Experience of managing outsourced operations.
• Commercial awareness / Financial Management.
• Knowledge of computer systems in use in technical department.
• Knowledge of EASA approvals and certification processes will be an added advantage.
• Influencing & Management skills.
• Negotiation skills to benefit the company.
• Excellent communication skills (verbal and written).

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Brief Description        

Reporting to Senior Country Manager Kenya and South Sudan, the ideal candidate will be tasked with selling Kenya Airways products and network to achieve the set sales target within the country and ensure customer centric approach driving long-term customer loyalty and recognition.

Detailed Description        

Principal Accountabilities (Responsibility)  

• To drive the sales and commercial action plan for the country/territory to deliver the budgeted objectives.
• To drive relevant Sales strategies to deliver revenues and market share from TMC and Corporate Segments
• To engage and pursue Government business under the Fly Kenya policy
• To manage and derive full value from Global Corporate accounts
• To pursue and promote Kenya Airways MICE and Groups product to ensure maximum revenue value
• To monitor and recommend pricing levels in the country to maximize yield and revenues.
• To identify new sales opportunities and take steps to implement them for new revenue streams.
• Develop and service trade partners to maximize loyalty and revenue generation.
• Ensure that the team adapts quickly to market changes and opportunities.
• To be the principal administrator for Kenya Airways in the country/territory representing Kenya Airways on all fronts while safeguarding KQ’s interests.
• Coordinate efforts with Ground Services team and Cargo team to deliver optimal route level financial results
• Drive customer focused philosophies throughout the organization to maximize customer loyalty
• Accountable for Customer satisfaction and experience (all segments).
• Champion innovation and change to meet customer needs and drive commercial objectives.
• Ensure effective relations with stakeholders: staff representatives, local authorities, and embassies to promote/maintain the reputable image of the company in the country.
• Own and drive performance management by establishing clear KPIs coupled with regular performance reviews.
• Steer staff development and optimal training to reach maximum levels of quality and productivity.
• Execute HR Management in line with the HR Policies and Procedures, local labour laws and CBA provisions where applicable.

Job Requirements        
Qualification (Minimum)  

• University graduate in a relevant field of study
• Minimum of 5 years airline experience in sales and marketing of which 2 must be at a senior sales level.
• Ability to lead and motivate a team.• Strong analytical skills
• Good negotiator and ability to influence
• Proficiency in a foreign language will be an added advantage.
• Cost conscious.
• An entrepreneurial mindset. 

Additional Details        
Other Skills

• High level of integrity
• Good communicator and articulate• Possession of excellent problem solving, negotiating, influencing and communications skills.
• Proactive/self-starter• Good KQ product knowledge.
• Achieve market share, passenger, and revenue targets as set (yields, revenues & pax numbers)
• Visible revenue/passenger number growth
• Grow volume and quality of customer databases.
• NPS target score to be achieved and surpassed.
• High efficiency standards through quality of customer relationship.

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Brief Description        

Reporting to Manager, Network Planning, the ideal candidate will be tasked with identifying and evaluating business opportunities & threats to guide decision-making with a view to achieving an improved Network position.

Detailed Description        
Principal Accountabilities (Responsibility)  

• Collate, analyze & maintain market data on global traffic trends, economic & political in order to determine & rank network opportunities.
• business cases to guide decision-making on new routes, new aircraft induction and major capacity / time changes.
• Validate business case assumptions with Government and Industry Affairs, Revenue Management, Cargo & Finance and integration with Schedule Planning.
• Conduct / coordinate market studies in order to guide decisions on new and existing destinations.
• Develop company 5 year passenger network and revenue forecast using Netline/Plan & Fleet Planning Tools.
• Generate Commercial performance reports e.g. City-Pair growth & Hub connectivity in order to guide action thresholds.
• Generate fleet planning scenarios to guide development of an optimal fleet plan.
• Conduct comparative analysis of existing routes to determine capacity requirements.
• Collate and analyze market intelligence to inform market positioning in order to gain a competitive edge.
• Support Alliances and Fleet Planning with financial evaluations.
• Prepare regulated statistical reports on airline performance to external clients (ICAO, IATA, AFRAA).

KEY PERFORMANCE INDICATORS  

• Viable Signed-off Business cases.
• Accurate, up-to-date and timely analysis.
• Accurate and timely market intelligence reports.
• Up-to-date and accurate calibration of Network Planning Tool.
• Up-to-date strategic fleet plans

Job Requirements        
Qualification (Minimum)

• University degree with a minimum of 3 years relevant experience.
• Very strong analytical background.
• Commercially driven with long term vision.
• Excellent writing and presentation skills to present arguments clearly and confidently.
• Good negotiator and ability to influence.
• Conversant with commercial planning tools.

Additional Details        
Other Skills

•  Team player.
• Good analytical and communications skills.
• Cross functional awareness.
• Result oriented.
• Capable of combining risk management with ‘puzzle’ solutions.
• Creative and innovative.
• Proactive and self motivator. Flexibility/adaptability.

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Brief Description        

The ideal candidate will be responsible for managing the development and implementation of innovative solutions in a fast-paced environment. This person will work closely with stakeholders and project teams to ensure successful delivery of projects and will be responsible for the overall project management, from conception to launch, with a bias on technology-based projects.

Detailed Description        

Principal Accountabilities (Responsibility)

• Develop and implement project plans for innovation projects within the hub.
• Work closely with stakeholders to identify and understand project requirements, goals, and objectives.
• Lead project teams to ensure timely delivery of projects within budget and scope.
• Facilitate communication and collaboration among project team members and stakeholders.
• Monitor project progress and make necessary adjustments to ensure project success.
• Ensure that projects adhere to best practices and standards for innovation and project management.
• Manage change across the portfolio of projects within the innovation hub.
• Manage project risks and issues and develop contingency plans as needed.
• Coordinate project activities with other teams and departments as necessary.
• Conduct research analysis to identify investment opportunities that align with the Organization’s strategic objectives.
• Manage the investment and acceleration programs for early – stage startups, including deal sourcing, screening, selection, due diligence, investment negotiations and portfolio management.

Job Requirements        
Qualification (Minimum)  

• Bachelor's degree in IT, Computer Science, Engineering, or related field.
• Professional certification in agile project management.
• 3+ years of experience in project management.
• PMP certification will be an added advantage.

Additional Details        
Other Skills

• Strong understanding of IT and technology trends.
• Proven ability to manage projects from conception to launch.
• Strong leadership and interpersonal skills.
• Excellent communication and collaboration skills.
• Ability to work in a fast-paced, dynamic environment.
• Strong problem-solving and critical thinking skills.

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Brief Description        

The ideal candidate will be reporting to the Commercial Manager. He/She will lead, guide and motivate a group of Travel Advisors to provide excellent service to the KQ customers to ensure customer satisfaction, loyalty and retention at the lowest cost within the scope of KQ sales business plan.

Detailed Description        
Principal Accountabilities (Responsibility)

CustomerService  

• Offer exemplary service to improvecustomer satisfaction and retention.
• Foresee office functionality and customer comfort by liaising with ISand Maintenance & property to keep Air conditioning, lighting, andcomputers fully functional at all times.
• Request all Special service SSR and follow up for actions to ensureseamless service to our customers e.g special meals, wheelchairs, advance seatrequest.
• Empathize withcustomers who have been misconnected, denied boarding, delayed flights byrerouting, rebooking as per approved procedures.
• Strive to resolve any customer complaints and escalate to CustomerRelation and follow up feedback.
• Be a role model in providing professional customer care to our customers.
• Correctlycommunicate KQ products, schedules & fares so as to maximize on sales andmeet set revenue targets within the shops/outlets while observing good CRSpractices to reduce on costs.

Ticketing 

• Responsible for the team ticket issuancein the outlet by observing all approved tariff schedule and fares to maximizeon revenue and reduce on unnecessary billing by other carriers.
• Ensure passenger ticket-correct bookingclass and seasonality and correct names per passport. Passport. • Offer and facilitate Special ServiceRequests.
• SeamlessServicing for Direct Corporates and Groups requests.
• EMD, VOID and Refunds reporting andfacilitation of Partner Tickets.

Reports

• Prepare and produce weekly/monthly salesreports to measure sales performance and account for all activities relating toIS, RM, Security, Safety and Maintenance.
• Produce and reconcile daily sales report and sign off.
• For Direct Corporate produce   statistical information on weekly basis toassist in evaluating the efficiency of the Team and to inform on serviceimprovements

Sales

• Create and Maintain Customer PROFILEdata to assist in distribution of our special promotion fares to maximize onsales.
• Promote on-lineprocesses (online booking, payment and check in) to maximize sales.
• Generate ancillary revenue through sellof KQ merchandise (e.g. Rugby T-Shirts) & extra legroom seats.
• Promote KQ value add products asapplicable.
• Servicing allLoyalty program members (Flying Blue, Kool Flyers) to increase sales.
• Promote KQ Holidays

Safety

• Uphold safety and security standards forthe office to safeguard company resources.
• Risk Management: Responsibility on card acceptance policy.
  Cash in office.
• Ensure screening and observation ofcovid protocols in the sales shop since this is a public place.

Planning& Administration

• Prepare and administer the shift/leave roster for optimal utilizationof staff and resources.
• Ensure all administrative matters in office are handled as per KQpolicy and regulations (Officeequipment maintenance, valid licenses, cost cutting cleanliness, uphold KQbrand image) for business continuity.
• Enhance correct CRS usage and queue management to reduce cost.
• Conduct staff appraisals as per KQ’spolicy to measure staff performance.
• Undertake induction, training, and development of new and existing team members.
• Provide Coachingto each staff within the team and updated feedback from both parties.  
• Maintain daily opening/closing approved timings for the office whileallocating resources appropriately.
•  Ensure all staff have the systems / tools/ stationery required for themto perform their duties.
• Identify ideal Processes and Procedures for Sales office Activities toassist in Agent training and implementation of the same.
• Perform any other duty as maybeassigned.
•  Sustainstandards in the outlets.

Job Requirements        
Qualification (Minimum) 

• bachelor's degree plus 2 years Sales experience OR Diploma in a business-related field plus 4 years Sales experience.
• IATA/UFTAA Diploma/Intermediate to advance Airline fares and ticketing.
• Minimum of 3 years of experience in Fares and ticketing.
• Demonstrated product and market knowledge.
• Superior team leadership, team working and co-operation skills with the ability to drive change management.
• Good communication, negotiation and presentation skills.
• Ability to handle pressure and difficult situations with resilience, calmly and effectively.
• Must be a person of unquestionable integrity.

Additional Details        
Other Skills

• Teamwork/team player.
• Customer focus.
•  Customer focus.
• Result oriented.
• Good organizational skills.

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Brief Description        

The ideal candidate will report to Revenue Manager – Pricing and Ancillaries. He/She will be responsible for Planning, developing, communicating, and implementing the pricing strategy for appointed Countries/markets to achieve budgeted Revenues.

Detailed Description        

Principal Accountabilities (Responsibility)

• Maximize revenues by developing and implementing a strategic pricing strategy through quantitative analysis of historical demand, competitive environment and consumer buying behavior to guide towards the growth of the airlines market share, passenger revenues and Revenue per Available Seat Kilometre (RASK) in the appointed Countries/Market Scope for both online and offline points to meet the appointed Countries/Market Scope budget.
• Determine appropriate benchmark and segmentation strategy (Leader, Competitive, and Challenger) and make decisions on the company’s product pricing compared to published and competitors’ prices in the market to maintain desired competitiveness in the markets.
• Coordinate fare audits to ensure approved fare levels are filed correctly in the booking tools to eradicate leakage of revenues.
• Approve corporate fares, tour operator deals, consolidator packages, student programs, medical fares (pricing programs) with the sales organization to maximize revenue opportunities for the airline.
• Proactively evaluate the effectiveness of the implemented strategies.
• Effectively communicate revenue performance and competitive market dynamics to Field Pricers, Country manager, Area of Sales.
• Supports new market development, flights, and routes; create, implement, and monitor launch of routes and communicates results consistently.
• Lead and collaborate with the Field Pricers to implement and manage the pricing strategy for assigned markets to meet the revenue objectives.
• Lead the communication process between Revenue Management and other stakeholder on day-to-day execution of the business performance
• Proactively use MIDT, AIRPRICE, INFARE, DELOREAN, MONET to monitor KPIs, industry, environment, market share, trends, booking behaviour to grow revenues on appointed markets/ countries.
• Effectively challenge and support KQ’s sales organization/Field Pricers, Inventory teams, and other PRM colleagues on overall Performance through revenue performance meetings and hit and run.
• Develop and manage the watch and match process and ensure daily competitive positioning in the market to take advantage of emerging sales opportunities.

Job Requirements        
Qualification (Minimum)  

• Bachelor’s degree in a business-related field e.g. Statistics, Economics Mathematics or Commerce.
•  5 Years Working experience in commercial area with 2 years’ experience in pricing and revenue management.
• Enhanced Leadership Skills (Prioritizing delegating, coaching, planning (time management)
• Innovation (curiosity for content, process, and organization improvement).
• Financial Skills (achieve financial goals set in budget for appointed scope, report progress).
• People Skills (Interpersonal Sensitivity, Empathy, Motivating Others).
• Excellent skills in analysis for high quality commercial solutions
• Detail oriented, take ownership of work quality, and display an outstanding work ethic.

Additional Details        
Other Skills

• Entrepreneurial skills.
• Excellent negotiation skills.
• Strong planning and project management skills.
• Excellent writing and presentation skills.
• Excellent knowledge of Kenya Airways product.
• Problem solving skills & anticipation (foresee and pro-actively).