Commercial Business Controller

As Commercial Business Controller will be responsible for managing the end-to-end delivery of projects prioritised in alignment with the department's strategy. The focus will be leveraging existing or new technologies to achieve Emirates Commercial business vision. You will be responsible for the business support and operations functions to ensure business continuity. Be the first point of contact for the global sales force and head office departments for all business and technical queries and questions related to the EK Customer Relationship Management system (CRM), EK internal revenue reporting systems and EK incentive management systems. The jobholder will identify faults and issues, seek timely problem rectification through continual communication with the administration teams and Emirates IT, identify future enhancements and developments to the systems and processes.

In this role, you will:  

General

• Assist in the creation, validation, testing and implementation of strategy though, the gathering and validation of accurate relevant and timely data, testing of assumptions and propositions and fulfilling the implementation.
• Support the global sales force with critical ad-hoc reports in order to avoid information asymmetry between head office and outstations.
• Create appropriate documentation relating to process design to ensure maximum efficiencies are achieved in all production related tasks. Document data used in reports to create a standard within the team which is accurate and consistent across all BI team reporting.
• Liaise and maintain relationships with relevant technical teams in IT to ensure issues which affect data quality and access to information are communicated efficiently and effectively, and that timely actions are taken to rectify such issues. Communicate service disruption/issues to management and network as required.
• Liaise and maintain relationships with business stakeholders across various Commercial departments and sales force across the network to understand their need and recommend solutions.
• Where required, represent the management team on project work which that impacts or enhances the departments capability. Utilise commercial and technical knowledge to deliver high quality outcomes, and provide necessary feedback / escalation to management. Establish appropriate training solutions to enable project implementation.

Commercial Systems

• Deliver timely and accurate KPI reporting according to the Commercial Strategic Priorities. Use system native reporting and third party applications to identify and suggest enhancements to the CRM, incentive management system and revenue reporting tools. Find efficiencies to improve the dashboards and reports created in the CRM already and explore better report building methodologies. Implement a structured approach to enhancements of such reports.
• Exploit and champion the use of the CRM, incentive management and commercial revenue reporting systems thus supporting the head office and outstation management teams to manage and monitor all commercial sales activities globally. Ensure knowledge of commercial strategy and KPI?s is current and that this is reflected in the provision of information to commercial stakeholders and outstations.
• Provide functional expertise to the management and end user teams to drive system & reporting improvements in order to ensure efficient and accurate reporting. Ensure knowledge of all commercial reporting tools remains current and become the subject matter expert for the EK CRM system. Ensure that this information is appropriately documented and shared with other team members to aid the consistent delivery of high quality information to all stakeholders.
• Provide training and support to outstation and head office users on the functional use of the EK CRM and commercial systems and provide mentorship to the departmental support officer.

Business Intelligence

•  Analyse network performance to improve profitability and sales performance. Use available tools to measure performance against targets and industry trends. Highlight opportunities to improve revenue performance through analysis of segment, channel and point of sale data.
• Deliver timely and accurate periodic KPI reporting according to the Balanced Scorecard principle. Deliver appropriate commentary of commercial trends. Find efficiencies to improve the production of scheduled reports. Implement a structured approach to enhancements of such reports.
• Exploit and champion the use of new BI tools (Single Customer View and the corporate BI data warehouse) and commercial systems thus supporting the management team in providing a flexible and efficient ad hoc reporting capability. Ensure knowledge of commercial strategy and KPIs is current and that this is reflected in the provision of information to commercial stakeholders.
• Provide functional expertise to the management team to drive system & reporting improvements in order to ensure efficient MIS reporting and interpretation. Ensure knowledge of all commercial reporting tools remains current and that this information is appropriately documented and shared with other team members to aid the consistent delivery of high quality information to all stakeholders.
• Seek information from sources outside of the Emirates reporting environment such as travel trade publications, tourism bodies and financial institutions to provide a rounded, value-add approach to provision of information. Establish links between this data and our corporate commercial environment to provide enhanced insight into reported trends.