Client Relations Manager, EmQuest

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

EmQuest is unique brand owned by the dnata Travel Group that distributes Sabre Mosaic marketplace and other travel technology to travel agencies across the UAE. As a Client Relations Manager, EmQuest, you will lead a team of Client Relations Managers (CRMs) to deliver travel solutions to multinational and large local clients. Drive client retention, growth, and profitability through strategic planning, cross-functional collaboration, and consultative selling. Ensure client needs are met while promoting new products and services to generate incremental revenue. Prepare, submit and be accountable for delivery of Mid Term Plans (MTP), annual budgets and interim forecasts.

In This Role, You Will

• Oversee client profitability and identify upselling opportunities.
• Guide CRMs in developing strategic account plans for top clients.
• Consolidate team and client input to submit Mid-Term Plans, annual budgets, and forecasts.
• Monitor market trends and adjust strategies accordingly.
• Communicate industry updates and policy changes to clients and frontline teams.
• Promote new products and services to maximise revenue.
• Ensure accurate documentation and contact updates in Salesforce.
• Build and coach a high-performance CRM team.
• Champion consultative selling and solution-based recommendations.
• Ensure team members articulate the value of partnering with the business.
• Lead or support projects focused on process improvement and SOP development.
• Manage team performance and address gaps promptly.
• Uphold dnata values in decision-making.
• Ensure delivery on client commitments and contractual obligations.
• Lead renewal negotiations and secure long-term agreements.

To be considered for the role, you must meet the below requirements:

• Bachelor's Degree and 8+ years experience in Sales, Account Management, or CRM leadership within a GDS, travel technology company, airline, or travel agency.
• Proven leadership in managing sales/CRM teams.
• Strong negotiation skills across all levels, including C-suite.
• Analytical ability to interpret data and recommend improvements.
• Proficiency in MS Office, Outlook, and Salesforce CRM.
• Excellent communication, presentation, and public speaking skills.

You’ll Have An Edge If You Have

• Fluency in English; additional languages such as Arabic or those from the Asian subcontinent are an advantage