Manager Sales Operations

Synopsis

The Manager Sales operations will be leading one of the regional sales support team to assist and support them with their day to day operations, workload planning and other critical regional initiatives including product operations, channel support, data analysis and other administrative tasks. This role will act as a bridge between the regional teams and the HQ teams and drive initiatives for change and efficiency enhancement.

The role is required to have deep understanding of aviation policies and B2B Support together with sound business judgement, problem-solving skills, and a passion to drive organization wide impact. The role will play a key role in aligning and enabling the regional team with the global approach and goals.

Accountabilities

• Manage day-to-day support operations, including resource allocation and workflow, to ensure efficient cross-border support.
• Act as a primary coach, fostering a customer-focused, data-led, and innovative team culture.
• Explore, experiment with, and implement continuous improvements to sales processes, tools (including CRM), and distribution frameworks.
• Collaborate with sales leaders to design, refine, and document sales processes.
• Act as the primary point of contact for sales-related processes, B2B policies, and communications within the sales organization .
• Manage relationships with EY customer contact teams, ensuring proficient second-line support.
• Build and maintain collaborative relationships with key departments (e.g., Revenue Management, Finance, Customer Service) to support profitability and drive improvements.
• Ensure seamless and continuous knowledge transfer and quality assurance for our customer contact center regarding products, services, and distribution.
• Maintain regular contact with trade and corporate clients to address inquiries, resolve problems, and offer assistance.
• Provide the sales team with essential market intelligence and reports to identify opportunities for revenue, yield, and market share improvement.
• Work with Field Sales to provide relevant account information and ensure accurate CRM data.
• Support B2B customer queries related to products/channels (e.g., Super Seller, Etihad for Business), ensuring timely resolution and acting as an escalation point.
• Manage global sales support and B2B query/issue resolution, ensuring policy adherence and recommending process changes to reduce trade queries.
• Act as a regional expert, supporting the Regional.General Manager and other sales leaders in specialist support areas.
• Role model curiosity and continuous learning, ensuring the team completes mandatory training and excels in professional development to builds pecialized skills.
• Prepare and communicate travel agency and corporate fare updates, policy changes, and product updates.
  
  

Education & Experience

• Bachelor’s degree in any relevant field
• Should have 5+ years of experience in relevant field (Sales area or ticketing / customer service)
• Experience in sales support and knowledge of sales processes is a must
• Prior experience in Inside sales will be preferred.
• Understanding of aviation sales and commercial governance policies and procedures.
• Strong communication skills for articulating policies and processes to external and internal stakeholders
• Should have team management experience.
• Understands, and is motivated by, what is involved to change the status quo.
• Proven ability to collaborate and develop strong, productive relationships at all levels, both internally and externally.
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

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