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Director Client Engagement

4 months ago

England, UK, United Kingdom IBS Software Full time

Position Details

Job location: Germany, UK or Switzerland

Job Title: Director, Client Engagement

Employee Type: Permanent

Report to: Vice President & Head of CDx Europe and Africa

Date of Joining: ASAP


Company Overview:

IBS Software is a leading enterprise SaaS company specializing in the travel industry, particularly the aviation sector. Established in 1997 with a vision to redefine the future of travel through technological innovation, today, IBS Software stands as one of the most successful travel technology companies globally, serving over 200 clients, including many of the world’s largest and most renowned airlines, airports, ground handlers, hotel companies, cruise lines, and energy companies. The company’s business operation spreads across 35 countries, employing over 5000 professionals from 42 nationalities. Its global clientele includes 20 of the top 40 airlines, five of the top 10 hospitality companies, and top cruise companies. We provide mission critical B2B and B2C enterprise SaaS solutions to many of the world’s largest global travel brands including: Air France Group, ANA, JAL, American Airlines, Air Canada, British Airways, Lufthansa, Qantas, Carnival Cruise Lines, Caesars Entertainment, Disney, HIS, Starwood, IHG, Expedia, just to name a few. The Consulting and Digital Transformation (CDx) business focuses on driving digital transformation initiatives of its customers, leveraging its domain knowledge, digital technologies and engineering excellence. Through CDx we embrace a collaborative approach to effectively tackle the extensive digital transformation needs of the travel and logistics industry.

Our Vision at IBS is to Redefine the future of travel through technology innovation with while adhering to our core values of Precision, Commitment, Passion, Integrity & Respect for the Individual. To continue our successful 27-year track record we will continue in designing and delivering world class, game-changing products that provide our customers with unmatched business value, and the agility to compete in a dynamic and digital marketplace. To achieve this goal, we continue to seek out exceptionally talented and motivated individuals to join our organization.

Current Search:

We are currently searching for an experienced, dynamic, organized, self-starter to join as Director of Client Engagement in our CDx line of business in Europe.

The successful candidate will nurture and grow existing or new accounts in the Airline, Hospitality and Travel/Tourism Industry. They will require a good understanding of the market and competition to develop appropriate growth strategies and apply their sales and solution expertise, working in conjunction with customer stakeholders, CDx business practices, and solutions and technology professionals. Keen to get their hands dirty and actively helps the team improve our offerings and develop value propositions based on a firm understanding of opportunity areas.

We are seeking a strong candidate with strong Account management skills and experience of sales, delivery and client relationship with good knowledge in Airline, Hospitality, Travel domain experience and consulting capability on digital transformation.


Role Description

  • The key individual responsible for all aspects of IBS relationship with a client – Sales, delivery, finance, legal and client satisfaction.
  • This role will be responsible for managing and growing business within Airline, Hospitality and Travel/Tourism Industry.
  • Ensure high levels of customer satisfaction for the accounts under management and work closely with the delivery teams and regional teams to achieve the same
  • Focus on developing new account or growing existing account by nurturing effective relationships with key decision makers and influencers within the accounts.
  • Maintain detailed and accurate pipeline and opportunities for growth.
  • Manage responses to qualified prospective enquiries, RFPs and RFIs.
  • Work with the different Lines of Businesses within IBS and ensure that where appropriate CDx is considered in their customer interactions.
  • Provide customer and market feedback to the stakeholders related to the various offerings that IBS has.

Key Responsibilities:

  • Be the face of CDx to the Client and help position CDx as an industry leader and trusted advisor.
  • Primary focus on Airlines, but responsibilities may also extend to other industry verticals of IBS: Hotel, Energy & Renewables, Cruise, and Travel/Tourism industries.
  • Meet the targets for identified account in the geography in line with the plan for the IBS Consulting and Digital Transformation business.
  • Build and maintain strong, long-lasting consultative customer relationships and partner with them to understand their business priorities, objectives and imperatives.
  • Define and execute plans to expand the IBS Consulting and Transformation business in the identified/assigned accounts(s).
  • Effectively communicate the value proposition through proposals and presentations.
  • Collaborate effectively with IBS Consulting and Product teams to have adequate awareness of services and products and provide inputs that will enhance the account portfolio.
  • Leverage the IBS ecosystem of capabilities across digital innovation, domain experience and delivery excellence to develop solutions that address the client’s business problems
  • Formulate Marketing, Branding and Proposition strategies to improve IBS standing in the account.

Key qualities

  • Strong in communication and storytelling and have a minimum of 3-5 years working in Consulting and Digital transformation with a restless creative, innovative mindset and the ability to understand business and customer needs using the leading trends in the industry, market, and technology
  • Creative thinking behind developing new platform solutions based on market research and client’s imperatives
  • Should have proven experience selling and/or managing clients in Aviation technology solutions and digital transformation services for large airlines and/or airline travel related industry in the Europe
  • Candidate must have a track record of developing business relationships with senior and C-level executives in the airlines to build a healthy pipeline and drive business growth.

Excellent negotiation skills and the ability to negotiate effectively with senior executives

  • Should be well versed with the software delivery model operated by the Indian IT solution providers.
  • Relationships with key IT or business stakeholders in European airlines will be an added advantage.

Minimum qualifications

  • Candidate should be a graduate in Engineering / Technology or Science and preferably with a management education
  • Should have an overall experience of at-least 12 years with minimum of 5 years in client management and profitable growth.
  • Candidates should have strong communication ability
  • Working language is English, additional languages of German or Italian will be beneficial

Recruitment Process:

Candidates who pass resume screening will proceed with the 1st interview.

  • 1st Step: Face to Face or web interview with direct manager
  • 2nd Step: Face to Face or web interview with Global Business Head
  • Final Step: Web interview with HR Manager