Account Manager

The selected candidate is responsible for managing and developing a portfolio of Cathay Group and third-party airline accounts on behalf of HAS by Cathay. Serving as the primary commercial representative, the role drives customer retention, revenue growth, profitability and long-term strategic partnerships by aligning customer requirements with operational capabilities and business objectives.

Responsibility:

• Manage assigned airline customer accounts on a day-to-day basis and act as the principal commercial contact for service, contractual and relationship matters.
• Build sustainable customer relationships through structured engagement, regular business reviews, station visits and timely follow-up of agreed actions.
• Protect existing revenue and account profitability by monitoring contract scope, pricing, chargeable services, billing accuracy, credit matters and revenue leakage risks.
• Lead contract renewals, amendments and commercial negotiations, including pricing, service levels, surcharges, rebates and other terms, in accordance with the applicable approval requirements.
• Prepare commercial proposals, rate approval submissions, contract summaries, account plans, revenue forecasts and management updates with clear assumptions and supporting analysis.
• Identify customer needs, operational pain points and market opportunities, and develop viable up-selling, cross-selling, product enhancement and new-service opportunities.
• Coordinate with Operations, Finance, Planning, Safety, Engineering, People and other relevant teams to assess feasibility, resource requirements, risks and implementation readiness.
• Support the onboarding and implementation of new airlines, services or products, including operational surveys, training coordination, system setup, handling documentation and service commencement.
• Monitor service performance against contractual obligations and service level agreements, facilitate customer performance reviews, and coordinate corrective and preventive actions.
• Manage customer enquiries, complaints and compliments; coordinate investigations, issue interim and final responses, and track actions to closure within the agreed service level.
• Coordinate customer audits and visits with relevant departments, including document preparation, onsite support, response tracking and follow-up actions.
• Maintain complete and accurate commercial records, including contracts, rate schedules, correspondence, meeting minutes, action logs, customer requirements and account information.
• Provide market intelligence, competitor insights, customer feedback and sales forecasts to support commercial planning and management decision-making.
• Support business continuity and operational contingency arrangements by maintaining effective customer communications and coordinating commercial responses when required.
• Other ad-hoc projects as assigned.

Requirements:

• Degree in Business Administration, Aviation Management, Marketing, Finance or a related discipline.
• At least five years of relevant experience in sales, account management, commercial management, product development or airline/airport services; ground-handling experience is preferred.
• Demonstrated experience in managing customer accounts, commercial negotiations, contract renewals and service performance discussions.
• Sound understanding of airline ground-handling operations, customer service requirements and commercial agreements; familiarity with IATA SGHA concepts is an advantage.
• Strong commercial acumen with the ability to analyse revenue, cost, margin, operational requirements and business risks.
• Effective stakeholder-management, negotiation, presentation and written communication skills.
• Ability to manage multiple priorities, work across functions and follow issues through to practical resolution.
• Excellent command of written and spoken English and Chinese; Putonghua is an advantage.
• Proficiency in Microsoft Word, Excel and PowerPoint, including preparation of analysis and management presentations.
• Familiarity with artificial intelligence and digital tools, with the ability to apply them effectively in day-to-day work.