JOB DESCRIPTION

Position Title Associate Manager – Non Aero (Key Account Manager)

JRL / Designation LG / Associate Manager
Job Description Author AGM – Commercial Non Aero
Sector / Business / Function Airport/ Commercial/ Non Aero
Location Delhi
Date (Position Required By) Immediate

1. JOB PURPOSE

Account Manager will be part of Non Aeronautical commercial team with responsibility 1. To manage & grow
assigned key accounts in services vertical 2. Maximize revenue through new business development/ new concepts/
Innovative concept 3. Effective partner engagement

2. ORGANISATIONAL CHART

Chief Commercial
Officer – Non Aero

Vertical Head- Vertical Head -

Vertical Head- Vertical Head – Duty Vertical Head –
Services and Hospitality
Retail Free Special Projects
Advertising

Key Account Manager

KAM - 1 KAM-2

3. KEY ACCOUNTABILITIES

Accountabilities Key Performance Indicators

Managing Business of assigned accounts - Sales & Income and
KPI’s like SPP, IPP, ATV and Penetration
 Daily/ weekly monitoring with insights & Ensure action for gap
areas
 Achieving KPIs as per defined targets
 Weekly Analysis of data (Terminal wise/ Category wise/ Outlet
wise performance)
 Preparing and presenting monthly business reviews

New Business Development/ Acquisition of new business- Roll out

of new concept to enhance the revenue  New concept Introduction as per defined
 Planned (Daily / weekly) Interaction with prospective clients targets
 Roll out new concerts  Best / First time concept introduction

Operational excellence  Timely reporting and closure of

 Daily Floor walks in specified format observation
 Handling the operational issues as per defined process  Standardize operations
 Implementation of 5S across the business  SOPs for Major businesses

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 Stakeholder Management
 Monthly / Fortnightly Business reviews with Concessionaires  Monthly business reviews with all
 Resolve any issues and problems faced by customers and concessionaires
deal with complaints to maintain trust.  CSAT/ Satisfaction survey

 Continuously strive for new initiatives for

Passenger Experience –
enhancing passengers experience
 New Passenger experience initiatives
 Response within stipulated time and
 Pax Complaint and Query Resolution
Minimize Pax complaints
Contract compliance Management as per agreement (Compliance
 As per terms of agreement
certificate, CA certificate, Payments, etc )
Tracking latest Developments in the Service Industry
 Weekly /Fortnightly presentation on
 Benchmarking with Airport/ Malls
insights
 Key trends of assigned business categories

4. INTERACTIONS

External: Internal:
Existing Concessionaires Legal
Prospective partners for business Finishes
Designers Operations
Finance
P&E
Security & Safety

5. DIMENSIONS

Financial Dimensions

 Understanding of business of airport concessionaires

 Understanding of KPIs
 Understanding current trends in market
 Able to connect with key decision makers and facilitate the interaction
 Manage the Business Relationships

Other Dimensions

Selected candidate will have:

 Exposure to handle multiple assigned business while performing this role

 Direct interaction with key decision makers
 Great learning opportunity to understand Non aero business

Candidate should be
 Team player
 Entrepreneurial approach
 Seeks win/win outcomes
 Data driven/analytical
 Able to understand contract/ concession agreements

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 6. SKILLS AND KNOWLEDGE

Educational Qualifications

 Post Graduate – MBA / Equivalent

Relevant and total years of Experience

 6-10 Years

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