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General Manager Sales Central Africa

Touchpoint Manager and SN Ancillary Driver

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General Manager Sales Central Africa

Kinshasa, Congo (Kinshasa)

Employee

About Brussels Airlines

Brussels Airlines, part of the Lufthansa Group (LH Group) , is the national airline of Belgium with its home base at Brussels Airport.
Our mission is to be the most reliable airline, making everyone feel at home.
We are passionate about what we do, whether it’s on board, in an office, in the hangar or at an airport. Our people are recognized for always going above and beyond and for constantly challenging themselves.

Purpose of the position

The General Manager Sales is responsible for the planning, coordination and management of sales activities in his/her designated country(-ies) or region for LH Group and JVs. Where applicable, she/he is the representative of LH Group in the country(-ies) or region(s) and builds and develops relationships with the relevant stakeholders.

In close collaboration with the GM sales units he/she exploits the revenue potential from the new business segment, SME as well as account managed customers and travel agents. She/he leads and motivates the team to drive awareness and position LH Group and JV partners (where applicable) optimally in line with strategic initiatives. She/he is part of the Execute Sales process.

Your Tasks

Business Development & Account Management

Establish, execute and follow-up annual sales objectives and KPI targets in line with the assigned budget and market development for LH Group and JV partners.
Identify revenue/cost opportunities in cooperation with the GP sales units and develop appropriate measures to exploit these opportunities in all relevant segments.
Assess account developments and performance (in terms of customer behaviour, competitor activities, tools, technology and trends), evaluate and derive appropriate measures.

Steering & Monitoring

Responsible for negotiation and approval of agent and corporate customer contracts in his/her field of responsibility.
Coordinate LH Group & JV partner topics with relevant interfaces and local execution of commercial requirements.
Steer sales promotion activities based on defined action plans, where applicable.
Steer customer service activities based on defined processes, where applicable.
Continuous performance monitoring against set targets and derive appropriate actions to meet sales / budget targets accordingly.
Close coordination with sales and marketing units on GP and regional level.

Representation & Information

Represent LH Group and JV carriers within her/his assigned country(-ies) or region (where applicable, PoA).
Ensure internal flow of information and cooperation with relevant interfaces.
Participate in other duties as assigned.

People Management

Select, lead, guide and motivate his/her team.
Personnel planning in accordance with target agreement and budget allowance.
Develop the team and foster talent by applying the available performance management tools.

Process Orientation

Accountable for process execution within his/her department.
Actively collect and contribute ideas for process improvements.

Local / Regional Specifics

As general sales manager, in charge at area level of Democratic Republic of Congo, Cameroon and Angola.
Responsible at the level of 2 airlines : SN and LH.

Your Profile

Master degree.
Relevant experience of 3 to 5 years at least in Sub Sahara Africa.
Entrepreneurial / commercial mindset.
Ability to manage complexity.
Negotiation skills.
Experience in negotiations with trade unions.
Independent and proactive approach.
Strategic and conceptual thinking.
Problem solving/solution oriented.
Conflict management skills.
Structured/systematic skills.
Leadership skills.
Proficient in both French and English.
Your country of residence for this position will be the DRC, Kinshasa.

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Touchpoint Manager and SN Ancillary Driver

Diegem, Belgium

Employee

About Brussels Airlines

Brussels Airlines, part of the Lufthansa Group, is the national airline of Belgium with its home base at Brussels Airport.
Our mission is to be the most reliable airline, making everyone feel at home.
We are passionate about what we do, whether it’s on board, in an office, in the hangar or at an airport. Our people are recognized for always going above and beyond and for constantly challenging themselves.

Purpose of the position

As Touchpoint Manager & SN Ancillary Driver your core responsibilities will be managing and optimizing offering and promotion of various ancillary services along the entire customer journey at all touchpoints to enhance ancillary customer experience, increase revenue and add value to the main product and service.

Your tasks

Identify key touchpoints across the end-to-end customer journey where ancillary services are offered and develop a strategy to ensure seamless customer experiences and optimal placement to meet commercial goals.
Implement strategies to enhance the ancillary customer experience by addressing pain points, improving placement and promoting ancillary sales based on customer insights.
Drive an omnichannel ancillary offer by ensuring a consistent, integrated, and personalized experience across all channels, aligned with commercial objectives.
Collaborate with Marketing to develop concepts that encourage customer use of ancillary services and boost sales.
Track ancillary performance across touchpoints using KPIs, leveraging data analysis to inform actions and improvements.
Support Category Management in developing a holistic ancillary sales strategy and ensure knowledge transfer within cross-functional teams.
Collaborate closely with departments such as Marketing, Digital Hangar, Sales, Customer Service and Stations to align ancillary service placement, promotion and prioritization with business objectives.
Coordinate and implement actions across units like Stations, Service Centers, and Sales to promote ancillary services across various channels.
Ensure regular knowledge sharing with customer-facing teams (e.g.: Service Centers, Stations) to equip them for effectively selling and promoting ancillary services.
Ensure all ancillary services meet regulatory standards and are correctly and accurately displayed and offered, maintaining high quality.
Identify and pursue new opportunities for innovative ancillary sales growth.

Your profile

University degree in marketing, communications, business administration or related field or comparable long-term work experience.
Methodical and structured work.
Knowledge in customer experience management, E-Commerce, retailing or related roles ideally in aviation and ancillary services desirable.
Experience in managing cross-functional projects and driving results through collaboration.
The ability to motivate, inspire and guide relevant stakeholders/team to collaborate toward a joint goal.
Ability to thrive in a dynamic environment, adapt quickly to changes.
Proficient in using metrics to measure the performance of touchpoints and ability to translate insights into actionable strategies.
Very good knowledge of MS Office tools (e.g. Powerpoint, Excel & Teams) and familiarity with digital platforms used for managing customer interactions, and digital communication is favorable.
Very good communication skills spoken and written in English. German is an advantage.
Enthusiasm for experimenting with new approaches to improve touchpoint management.
Being elegible to live and work in Belgium.

What we offer

A flexible reward plan that allows you to optimize part of your salary.
A flexible work environment focused on activity-based working & home office possibility.
Travel benefits.
Company car (or car allowance or mobility budget).
Profit sharing.
Group insurance.
Company medical plan (optional).
Meal- & eco vouchers.
Representation & homeworking allowance.
A spot in a very enthusiastic team & a great company to work for!

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