A business partnering role, responsible for the development of successful, long term, strategic relationships between customers (internal/external), based on achieving cargo best practice and sustainable competitive advantage.
Responsible for the commercial development and Customer Relationship Management of dnata’s cargo product, leading a customer centric approach to contract retention and new business growth.
Working closely with the Head of Cargo, the Commercial Manager (Cargo) will support and deliver to the overall cargo strategy, promote and drive cargo product development through the optimisation and innovation pillars.
Acting as a connector, by linking across functions and product lines (ground/cargo/catering) to ensure that the cargo commercial/technical expertise can deliver solutions to customer/business needs and expand these down the cargo value chain.
Able to act as the Head of Cargo’s “adjutant” enabling the advancement of company initiatives, projects and goals whilst utilising a high level of emotional intelligence.
JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS
- Be a role model for dnata’s values: safety and security, performance driven, delighting customers, imagination, respect and service excellence
- Delivery of cargo gross profit target; linked to the cargo budget
- Owner of customer NPS, responsible for achievement against annual target
- Ensure all relevant policies, governance and legal guidelines are communicated to and understood by all relevant stakeholders, ensuring full compliance and protecting shareholder / brand value
- Ensure compliance and consistent operations and practices in line to the business needs, dnata Cargo Operations Manual ‘dCOM’ and other regulatory requirements
- Build long term, sustainable, trust-based relationships with customers, authorities, business partners, suppliers and relevant stakeholders
- Consistently project a professional, confident, controlled and customer service focused attitude and demeanour
- Quickly identify customer needs and pain points, applying a ‘finding solutions to problems’ mantra
- Able to negotiate difficult and complex contracts
- The drafting of IATA Standard contracts and SLAs
- Confident to be a demanding ‘voice of the customer’ to internal colleagues and piers, able to drive compliance with contracted terms and SLA commitments
- Partner with Head of Cargo and Managing Director to develop and drive operational and commercial synergies
- Promote and drive delivery of all ‘one dnata’ cargo objectives through the business units
- Promote and personally invest (through our Volunteer Day Programme) in dnata4good, our employee-driven initiative that recognises the communities we serve by supporting charities and community development projects that align with our charitable pillars
- Live and champion dnata’s Environment Sustainability Framework, meeting our commitment to our three priority focus areas; to reduce emissions, consume responsibility and protect wildlife & habitats
- Execute public speaking and representational appearances in a professional manner, fitting dnata’s brand values and business strategy
- Contribute to a safety first environment and work within Workplace Health and Safety policies, procedures and guidelines at all times
- Bachelor’s degree and/or relevant professional qualification and/or equivalent experience
- Relevant Qualification in Negotiation, preferred but not mandatory
- Proven track record of an operational or commercial role in air cargo (or equivalent/adjacent sector e.g logistics), manging a multi-customer product.
- Bring an established and mature professional network, reputation and personal (personable) brand
- Exposure to and/or understanding of IATA standard contracts, preferred but not mandatory
- Strong influencing skills and a proven ability to deal at all levels within a global business, combined with a sound knowledge of effective business leadership best practice.
- Able to handle sensitive information with discretion and to maintain confidentiality at all times
- Out-standing influencing and negotiation skills
- Strong analytical and problem-solving abilities
- Excellent communication, interpersonal and presentation skills
- Language Spoken and written fluency in English is mandatory; spoken and written fluency in Mandarin (as a second language) would be preferred
- Mobility Able to work across the region (approx 25% of time outside Singapore)
Possesses a valid international drivers licence (airport, air-side drivers licence would be an advantage)