16 days old

Account Services Manager - EMEA

American Airlines
Hounslow, England TW6 1

Location: London - European Headquarters (LON-CTYO) 
Requisition ID: 34178

Level: 3/4 (management)


Please ensure you have the legal right to live and work in the UK 


Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

- This job is a member of the EMEA Sales and Services team within the Sales Division.

- Reporting to the Manager of Sales Support & Service, this role is an integral part of the EMEA Sales and Services team to work collaboratively, support and lead key sales projects, initiatives and provide proactive solutions and enhancements to our Sales teams in EMEA.  This post holder will also be responsible for coordinating with HDQ Strategy & Communications, Sales Planning, Corporate Communications, aa.com, Marketing, Field Sales teams as well as Joint Business (JB) partners.

What you'll do

- To coordinate and lead the collaboration on projects to improve and enhance servicing across EMEA Sales, analyzing data & providing recommendations on implementation of Sales Service & soft dollar tools / programmes across EMEA.

- Work closely with other Service teams across the AA Global Sales organization to ensure development of synergies, shared best practice and consistent levels of service.

- To serve as regional champion and subject matter expert on Sales Service products and enhancements, collaborating with relevant JB partners and external vendors.

- Ad hoc project management for EMEA implementation of special projects relating to the Sales organization (such as championing our CRM tool).

- Identify opportunities and make proposals to streamline preferred customer interactions and support field sales strategy for account development and growth.

- Work closely with the Sales Operations and Automation teams in American Airlines Headquarters on technical enhancements and strategy for waiver/soft dollar programmes and any associated processing & self-service tools.

- To provide support & recommendations to the Sales organization on other key touchpoints, such as Customer Relations, to further streamline the customer experience.

- Supports the team in daily tasks and Service Team objectives.

- Advanced level of all aspects of the Account Services Role.

- Develop training curriculum and coaching new hires joining the service team.

- To design monthly/quarterly reports to support soft dollar tools/programmes for the EMEA Sales Division to effectively leverage value delivered.

- To develop and provide training for Sales Service related value add programmes/soft benefits which include but are not limited to waiver/soft dollar programmes and Frequent Flyer/Elite Status tools.

- Manager on Duty as needed.

- To undertake any other duties which are consistent with the position. This job description is intended as a guide to the main responsibilities of the position and not an exhaustive list of duties and tasks.

All you'll need for success


​​- Excellent communication skills, must be able to communicate effectively in both spoken and written English.

- Proven training experience – must be able to deliver a complex training material to a large and diverse audience.

- Proven Project management experience to take the lead on all level of projects for example to roll out of new services tools.

- Ability to build strong interpersonal relationships with internal and external customers and with all levels of management.

- Strong organizational skills with the ability to multitask and meet deadlines.

- Self-sufficient, dependable, self-motivated with demonstrated good judgment, initiative and flexibility and ability to maintain a high level of professionalism.

- Ability to work flexibly and under pressure.

- Technically competent with the ability to grasp new technology and deliver training at the highest quality.

- Collaborative with the ability to take the lead on all levels of projects – e.g. rolling out new service tools.

- Ability to work cross culturally across the European division and interface effectively with key departments, including EMEA Sales, various HDQ departments, and our Joint Business partners.

- Strong Excel/MS Office/PowerPoint/Access Skills.

- Good leadership and decision making skills.


- Knowledge of AA commercial systems.

- Have in depth knowledge of AA product, service and brand.

Feel Free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

This advertisement closes on 10 November 2019


Posted: 2019-11-02 Expires: 2019-12-02

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Account Services Manager - EMEA

American Airlines
Hounslow, England TW6 1

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