Client Relationship Manager

dnata, one of the world's largest air services providers, offering a wide range of ground handling, cargo, travel and flight catering services across five continents is excited to announce a new opportunity within our Cargo Operations team.

We are looking for a Client Relationship Manager to take the lead in supporting our GSA, CSA and Freight Forwarding customers. This is a newly created role offers an excellent opportunity to shape the future of dnata’s Cargo operations as we continue to innovate and expand.

This role is responsible to support the commercial lifecycle for new and existing customers within the GSA, CSA and Freight Forwarding space, relating to the cargo product. This role will support in the development and management of an integrated commercial strategy for the assigned customer portfolio in Cargo. This role is responsible for driving revenue growth through driving performance and maintaining current customer contracts yield and brand management along with strategic customer acquisition, contract negotiation and management, financial modelling, and long-term relationships. You will manage escalations and service delivery issues within an environment of sensitivities, constraints and competing stakeholder priorities working in consultation with the Head of Commercial - Cargo, ensuring alignment with business goals and delivering sustainable value.

This role will be located at Mascot, reporting directly to the Head of Commercial (Cargo) supporting the GSA, CSA and Freight Forwarder clients.

**Key responsibilities of the role**:
**Commercial Ownership**:Support & manage the commercial process from opportunity identification through to deal closure and contract execution in conjunction with the HO Commercial - Cargo.

**Client Relationship Management**:Develop, maintain, and strengthen long-term relationships with key clients, stakeholders, and partners to ensure repeat business and high customer satisfaction.

**Contract Negotiation & Management**:Support with negotiations on commercial terms, service-level agreements, and pricing structures. Draft, review, and finalize commercial contracts in collaboration with legal and compliance teams and the HO Commercial - Cargo.

**Financial Modelling & Analysis**:Develop detailed financial models to support deal structuring, pricing strategies, and ROI analysis. Present business cases for internal approvals and decision-making.

**Market Intelligence & Strategy**:Monitor industry trends, customer needs, and competitor activities to inform strategic planning and identify new opportunities for growth.

**Cross-Functional Collaboration**:Work closely with internal teams including Operations (Cargo, GH & CSA), Finance, and Shared Services to ensure seamless execution and customer satisfaction.

**Reporting & Forecasting**: Provide accurate sales forecasts, pipeline updates, and performance reports to HO Commercial - Cargo & senior leadership.

**Planning horizon and integration of directions**: Maintain an understanding of what is happening across the business and plan functional activities. In consultation of the HO Commercial - Cargo, coordinate, and integrate functional activities to ensure the achievement of the department / business unit’s objectives.

**Financial Management**: Responsible for the preparation and consolidation of the contract health, monitoring financial performance and yield against the agreed and executed SGHA.

**Governance & Controls**:Responsible for ensuring compliance to the required standards as set in ‘The dnata way’ and local legislations are successfully met in all dealings pertaining to the unit/department.

**Risk awareness and responsibility**:Act in the best interest of the company at all times, ensure business decisions are made based on authority level limits and after the appropriate level of due diligence, risk analysis and consultation/approval of Line Manager have been carried out.

**Customers**: Build and strengthen relationships with clients and external stakeholders to foster revenue growth opportunities
- Minimum 2 years of experience in business development or commercial management within the aviation or cargo/freight forwarding industry.
- Proven track record of successful contract negotiation and complex deal management.
- Strong financial acumen and experience with financial modelling tools.
- Strong analytical and strategic thinking abilities.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Familiarity with CRM systems and commercial pipeline management tools (e.g., Salesforce).
- Experience working with airlines, MROs, OEMs, or airport authorities.
- Understanding of aviation regulatory frameworks and commercial norms.
- Willingness to travel as required.
- Bi-lingual in language of the customer base