Country Manager-Uganda

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<p><strong>Direct Reports:</strong></p>
<p>Sales Manager</p>
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<p>Domestic Sales Officer(s)</p>
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<p>Ticketing Supervisor(s)&nbsp;</p>
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<p>Global Call Centre Supervisor&nbsp;</p>
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<p><strong>Job Purpose</strong></p>
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<p>The Country Manager Uganda is responsible for leading and coordinating UNACL’s passenger sales activities in Uganda to maximise passenger revenue, market share, customer acquisition, trade engagement, and commercial profitability across all domestic sales channels and customer segments.</p>
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<p>The role oversees UNACL’s local sales strategy, trade relationship management, corporate sales, direct sales growth, ticketing sales coordination, domestic market development, and sales performance monitoring while ensuring compliance with UNACL's commercial policies, revenue accountability standards, and customer service expectations.</p>
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<p>Responsible for all Country reservations, ticketing, fare application, customer booking support, and call centre operations to ensure efficient customer service delivery, revenue protection, booking accuracy, and compliance with UNACL commercial and regulatory standards.</p>
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<p>The role oversees reservation sales support and point-of-sale activities across direct channels, city ticket offices, airport ticketing support, and customer contact centres, while ensuring proper use of reservation systems, ticketing controls, fare rules, EMD processes, and customer service procedures.</p>
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<p>The Country Manager will work closely with Revenue Management, Ticketing &amp; Reservations, Customer Experience, Commercial Systems, Airport Services, Finance, Brand &amp; Advertising, and travel trade stakeholders to strengthen UNACL’s commercial performance within Uganda.</p>
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<p>&nbsp;</p>
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<p><strong>Key Accountabilities</strong></p>
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<p><strong>1. Domestic Passenger Sales Management</strong></p>
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<li>Lead and coordinate passenger sales activities within Uganda.</li>
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<li>Lead sales planning, budgeting and implementation.&nbsp;</li>
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<li>Drive achievement of passenger revenue targets, sales targets, market share objectives, and customer acquisition goals.</li>
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<li>Monitor local market performance across direct sales, corporate sales, travel agencies, airport sales, website sales, and ticketing offices.</li>
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<li>Develop and implement local sales growth initiatives and tactical market campaigns.</li>
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<li>Validate invoices related to domestic sales operations, trade engagement activities, local promotional campaigns, agency incentive programs, sales support services, direct sales platforms, ticketing operational support services, corporate engagement activities, and domestic market activation initiatives against approved budgets, signed agreements, service delivery records, and commercial approvals before payment processing.</li>
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<p><strong>2. Travel Trade and Agency Management</strong></p>
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<li>Manage relationships with travel agencies, consolidators, tour operators, and travel trade partners within Uganda.</li>
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<li>Monitor agency productivity, sales performance, and booking behavior.</li>
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<li>Support implementation of agency incentive programs, trade activation activities, and sales promotions.</li>
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<li>Ensure agencies comply with UNACL commercial policies and sales procedures.</li>
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<p><strong>3. Corporate and Government Sales Development</strong></p>
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<li>Develop and manage relationships with corporate organizations, government institutions, NGOs, educational institutions, diplomatic missions, and strategic domestic accounts.</li>
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<li>Support negotiation and implementation of corporate sales agreements.</li>
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<li>Monitor performance and retention of key domestic accounts.</li>
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<p><strong>4. Direct Sales and Market Activation</strong></p>
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<li>Drive growth in website sales, mobile sales, airport sales, city ticket office sales, and call centre sales within Uganda.</li>
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<li>Support implementation of promotional campaigns, roadshows, sales events, and customer engagement activities.</li>
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<li>Coordinate with Brand &amp; Advertising teams on domestic commercial campaigns and market visibility initiatives.</li>
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<p><strong>5. Ticketing and Sales Office Coordination</strong></p>
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<li>Oversee coordination of ticketing and reservation sales support activities within Uganda.</li>
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<li>Monitor ticket sales, EMD sales, ancillary sales, refunds management and support, and customer servicing performance.</li>
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<li>Ensure proper sales accountability and reconciliation controls within domestic sales locations.</li>
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<li>Support operational coordination during disruptions and schedule changes.</li>
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<p><strong>6. Revenue Accountability and Sales Reconciliation</strong></p>
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<li>Monitor daily sales reporting and reconciliation activities within the domestic market.</li>
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<li>Ensure proper accountability for cash collections, card transactions, mobile money payments, bank deposits, and other payment collections.</li>
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<li>Escalate sales discrepancies, revenue leakage risks, unremitted collections, or commercial irregularities immediately.</li>
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<li>Support implementation of revenue protection controls and ADM management initiatives.</li>
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<p><strong>7. Customer Service and Passenger Support</strong></p>
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<li>Ensure high standards of customer service across domestic sales channels.</li>
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<li>Support handling of escalated customer complaints and commercial servicing issues.</li>
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<li>Coordinate customer communication during disruptions, schedule changes, promotional activities, and operational irregularities.</li>
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<li>Promote a positive UNACL image and customer experience within the market.</li>
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<p><strong>8. Market Intelligence and Competitive Monitoring</strong></p>
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<li>Monitor competitor pricing, schedules, promotions, route activity, and market positioning within Uganda.</li>
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<li>Provide market intelligence and commercial insights to management.</li>
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<li>Support demand forecasting and domestic commercial planning activities.</li>
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<p><strong>9. Team Leadership and Performance Management</strong></p>
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<li>Supervise and support domestic sales teams and assigned support staff.</li>
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<li>Monitor sales staff productivity, sales performance, customer service delivery, and compliance with commercial policies and procedures.</li>
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<li>Support staff training, coaching, and capability development initiatives.</li>
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<p><strong>10. Reporting and Commercial Analysis</strong></p>
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<li>Prepare passenger sales reports, market performance summaries, corporate sales reports, trade activity reports, and domestic market analysis reports.</li>
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<li>Monitor sales trends, route performance, channel contribution, and market growth indicators.</li>
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<li>Support management reporting and strategic commercial planning.</li>
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<p><strong>Minimum Qualification and Experience</strong></p>
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<li>Bachelor’s Degree in: Aviation Management, Business Administration, Marketing, Commerce, Economics, Tourism or related field.</li>
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<li>Professional commercial or IATA training is highly desirable and an added advantage.</li>
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<li>A master’s degree is an added advantage.</li>
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<li>Minimum of 7 years’ experience in passenger sales, travel trade management, corporate sales, ticketing, or commercial operations.</li>
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<li>At least 3 years in sales supervision, domestic market management, or commercial leadership roles.</li>
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<li>Strong experience in travel trade engagement, corporate account management, ticketing operations, and revenue generation&nbsp;<br>
is essential.</li>
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<li>Hands-on experience using Amadeus Altea, GDS systems, BSP environments, and reservation systems is highly desirable.</li>
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<p><strong>Core Competencies</strong></p>
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<li>Strong commercial and sales leadership capability</li>
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<li>Revenue growth orientation</li>
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<li>Relationship management capability</li>
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<li>Customer Service Orientation</li>
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<li>Revenue accountability awareness</li>
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<li>Communication and negotiation skills</li>
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<li>Leadership and team management capability</li>
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<li>Commercial discipline and governance awareness</li>
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<li>Problem-solving capability</li>
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<li>Strategic thinking capability</li>
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<p><strong>HR Summary</strong></p>
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<p>To lead and coordinate UNACL passenger sales activities within Uganda through trade engagement, corporate sales development, direct sales growth, ticketing coordination, revenue accountability, and domestic market development initiatives to maximise passenger revenue, market share, and commercial performance.</p>
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