Account Manager

About Spafax

Spafax Airline Network delivers content technology and media assets for the world’s leading airlines, including Emirates, the Lufthansa Group, Singapore Airlines and many others.

We curate a vast catalogue of global Movies, TV, audio, and Games across every major entertainment market. We provide the next-generation experiences for passengers, so the combination of creativity and technology is at the heart of what we do.

We are headquartered in London, but have offices in other regions: Germany, Dubai, Canada, US, Beijing, Singapore, and Hong Kong.

We are part of WPP, one of the largest marketing companies.

About the role: As the Account Manager, you will be the cornerstone of our client relationship, overseeing the end-to-end delivery of our inflight entertainment solutions. You will serve as the primary point of contact for an airline account, driving content selection, ensuring seamless service delivery, and fostering long-term partnerships that maximise both client satisfaction and business growth. This role requires a blend of account management expertise, project coordination, and a strategic mindset to deliver exceptional value.

Key Responsibilities:

Client Relationship Management:

• Act as the primary point of contact and trusted advisor for assigned airline account, managing day-to-day relationships, fielding requests, and providing timely solutions for all customer account management matters, including comprehensive content selection, and overall service delivery.
• Serve as the go-to expert for airline-specific knowledge, demonstrating a deep understanding of client operations, contractual scope, and the implications of client requests on budget, timeline, and internal departments, effectively managing expectations.
• Manage the day-to-day relationship between Spafax and assigned airline/account, fielding requests and providing timely solutions.
• Build and maintain strong, long-lasting relationships with the assigned airline/account, fostering trust and understanding their evolving needs.
• Negotiate contracts, prepare proposals, and close agreements to maximize revenue and margin while ensuring mutual benefit, proactively identifying and pursuing upsell opportunities across our digital products and content portfolio.
• Become the go-to person for airline specific knowledge, information, and solutions, demonstrating deep understanding of client operations.
• Understand the scope of the contract and the implications of client requests on both budget and timeline.
• Understand the implications of airline requests on internal departments and effectively manage client expectations.

Content Strategy & Delivery:

• Work closely with the IFE Director, APAC and Global Teams to develop and implement comprehensive content strategies.
• Understand airlines’ objectives, route networks, and demographics to incorporate into a tailored content strategy that delivers optimal passenger satisfaction.
• Pre-plan content in line with agreed content and financial strategies, ensuring all contractual deals are fulfilled.
• Lead internal and external editorial meetings, facilitating discussions and obtaining timely sign-off on content lineups and strategies.
• Act as the point of quality control, ensuring accuracy and adherence to standards before content line-ups or other deliverables are shared with client.

Operational & Project Management:

• Ensure the timely and successful delivery of our inflight entertainment solutions according to customer needs, objectives, and established Service Level Agreements (SLAs).
• Manage day-to-day service delivery in close partnership with Content Curation and Content Operations teams, ensuring content freshness and operational excellence.
• Operate as the main point of contact for all relevant internal teams (e.g., Metadata, Operations) to ensure accurate on-time delivery of files.
• Proactively manage timelines, ensuring all tasks are captured and the workflow is monitored for seamless delivery across all projects.
• Understand all relevant IFE systems and cycles in detail to effectively manage solutions and client queries.
• Financial administration, including invoicing, managing monthly/annual budgets and deals, requesting, capturing, and reporting flight level and fleet updates, and monitoring overall project budgets.
• Clearly and consistently communicate the progress of initiatives, project milestones, and any potential challenges to both internal teams and external stakeholders.
• Analyse, circulate, and implement insights from passenger research information, data, demographics, new routes, and other relevant market intelligence to identify opportunities and propose relevant, actionable recommendations.

About You

• Previous experience ( e.g., 3-5 years) in an Account Management or Project Management role, preferably within the aviation, media, or entertainment sectors.
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of an organisation, from technical teams to executive leadership.
• Language Proficiency: JLPT N2 proficiency required, N1 preferred.
• A proactive self-starter with a strong sense of initiative, comfortable working autonomously in a fast-paced and dynamic environment.
• Possess a strategic mindset, a collaborative team player, with the understanding that success is achieved through strong internal partnerships with content, operations, and other cross-functional teams.
• Highly organised, detail-oriented, strong communication skills and demonstrate a tenacious, problem-solving attitude with a commitment to achieving objectives.
• Availability to travel to meet with the client and attend industry events as required.

In return we offer

• Competitive basic salary & benefits
• A great team of fantastic colleagues who love what they do
• The benefits of being part of WPP – the wide agency network and access to a central resource

Applicants who progress through the interview process may be asked to complete an assignment.

*Spafax is an equal opportunity employer