Key Account Manager, Large Corporate & Public Sector
Air France
Total years of experience :15 years, 3 Months
Responsibilities:
• In charge of a portfolio of 11 large and strategic accounts mainly in the public administration & Parliament. Annual revenue in 2015: 65 M€ (270 M AED) (Johnson & Johnson, Ministry Of Foreign Affairs, Atomic Energy and Alternative Energies Commission, Egis, Carrefour, Ministry of Interior, Prime Minister’s Office, French Parliament… etc)
• Negotiated high stake contracts with high level company and government decision makers, and Key Government Agencies that resulted in drastically improving our overall control and Revenue Generation Ability, steering committees, and commercial animation.
Achievements:
• 3rd best performing portfolio under my management
• Increased the revenue by 1.3 Million Euros in 2015, despite the Paris Attacks and Reduced Public Expenditure (Gvt Customers)
Objective: with a team of 5 people, was tasked to change the negative image of Paris Airport for connections within Air France and Skyteam (traffic of 36 Million connected pax/yr, i.e. 56% out of the total) and to reinforce the partnership with Aéroport de Paris
Responsibilities:
• Improved the visibility of Connection paths, product & services
• Benchmarked competitors, designed and rolled-out internal and external communication plan.
• Adapted ground Products & Services for multi-cultural requirements
• Set a pro-active customer information in case of disruption with a real-time notification Web/Mobile Application
• Negotiated with Aéroport de Paris to simplify the signage.
• Supervised Skytransfer project within Skyteam, with focus on Joint Venture with Delta Airlines.
Achievements:
• Increased customer’s satisfaction, measured by internal and Skytrax KPI’s
• Enriched the levers to improve Skytrax Ranking (# 33 in 2016 Skytrax Airport ranking, + 49 places)
Due to Air France financial challenges, the company embarked on a 3 year project “Transform 2015” which consists in cost reduction and productivity improvements across every department. Was responsible to define and implement a new front line and back office organization within the ground services department.
With a team of 3 people, led complex and critical projects to :
• Define Back Office strategy, handled social impacts and trained Front Line staff to sell airport options.
• Re-organize Baggage Claim Services and Front Line ground operations to reduce cost by 20% and (“Transform 2015” project)
• Improve customer loyalty during disruptions & major crisis.
• Increase revenue with new ancillaries & paid options.
Responsibilities:
• Sized the future Back Office and Front-Line airport customer services
• Mapped processes, designed the roadmap and approved a Pre-Study by EVP Ground Operations
• Defined and monitored the overall projects at executive level and ensured relevant communication with stakeholders
• Specified the change management and the roll out strategy. Defined and implemented a pilot study and a new lay out.
• Delivered a proactive Customer Care (downgrade & deboarding, customers’ notification, rebooking on train)
• Developed new valuable ground operations ancillaries (top management priority)
• Coached one of my collaborators to develop financial reporting capabilities.
Achievements
• Created an additional 2 M€/year revenue by introducing paid airport upgrades.
• Increased customer satisfaction by simplifying processes during disruptions, improved internal KPI’s and on the spot feedback.
Managed a team of 5 project managers and 10 business analysts to:
- Enhance the existing aircraft and ramp information system (6 applications, 2 M€/yr)
- Define the Altea Departure Control System Project out of scope functionalities (6 applications, 2 M€/yr)
- Define the joint AF / KL Strategy for our Ground Operations Airport Operational Database (AODB) (40 ME)
Responsibilities
• Designed the aircraft and ramp roadmap, in line with functional architecture.
• Reported and Co-steered (with KLM) the Project Progress to the Executive Committee.
• Defined team’s objectives and supervised annual assessment.
• Coached, Trained, and Supported my team throughout the Project Implementation
• Designed the Pre Study phase of the new AODB to prepare the AF legacy systems phase out.
• Mapped the processes in line with functional ground services architecture and business requirements.
• Orchestrated the Request For Information (vendors’ selection, presentation and assessment).
Achievements:
• Delivered 6 new applications that complete Altea DC scope.
• Improved consistency of existing applications.
• Strengthened crisis management capacity
• Mentored and Promoted 3 people to managerial level under my management.
Objective: With a team of 5 people, was appointed to transfer the Turnaround Management and Aircraft Activities from Ground operations to Back Office. Re-engineered the Hub Control Center Project
Responsibilities
• Designed the Pre-Study feasibility studies and the functional specifications based on the business requirements
• Designed the Change Management, and provided training, documentation and support to users.
• Wrote and executed functional testing plans.
• Defined the roll out strategy and the user training requirements.
• Trained users and provided support.
• Steered the Projects’ planning, resources and budget.
• Was appointed to manage the post-production phase of the whole “Cible Avion” program
• Prioritized enhancements and execution phase.
• Benchmarked KLM and Lufthansa Hub Control Center organization, Realized a comparative process mapping.
Achievements:
• Centralized Turnaround and Weight & Balance Activities from Ground Ops to Back Office.
• Increased productivity of Aircraft Turnaround (4 flights at the same time instead of 1 prior to this project) by automating activities
• Implementation of geo-localization, mobile app for crew, IVR and back office.
• Increased processes reliability and flight security, improved delay code management.
Objective: Deliver a new American Express co-branded card to our Flying Blue Customers and increase Customer Acquisition
Responsibilities:
• Synchronized the Amex Marketing/Communication plan with our internal (Flying Blue) Marketing Plan
• Centralized and aligned internal teams communication (Financial, legal, distribution dpts),
• Monitored the partnership’s Return on Investment.
• Defined a common brand and operational strategy with KLM to produce a synergetic bargaining power.
Achievements:
• Renegotiated contract - Improved the return on investment
• Secured renewal subscription
• Integrated hundreds of thousand Air France & KLM’s AMEX Cards to a common Loyalty Program
Was aimed to:
- Revamp and upgrade every Air France websites (worldwide)
- Transform the static Air France website to a new generation and dynamic digital platform
- Establish the foundations of the current digital organization
Responsibilities:
• Identified business requirements
• Responsible for the functional integration, testing phase, rolled out in France and in local markets.
• Designed general specifications for IT, User Interface, User Experience
• Oversaw the functional integration of Amadeus Booking Engine,
• Connected with Air France’s Loyalty Program,
• Developed the Lead Generation Program, Set Up of the Customer Tracking System…etc.
• Produced the RFPs and orchestrated the vendor’s assessment & selection
Achievement:
• 100% Increase of online direct sales in the space of 12 months
• Reduced distribution costs by 15%, personalized the customer relationship, and delivered a dynamic and adapted content.
• Reinforced the Air France image, all round the world.
Transport, obtained with Distinction
Econometrics
Econometrics