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The E-Business Executive is responsible for optimizing the markets digital footprint by supporting the development and usage of the online booking portals of Air France, KLM, and Martinair (AF/KL/MP) and promote other online services/portals in line with the e-Policy of the AF/KL/MP Cargo Organization. Opportunities are identified across all destinations, products, and customers with the objective to optimize revenues on the local market. This is done in close co-operation with parties involved in the market and central organization.

He or she is responsible for the e-Strategy and develops the e-Plan for GBI in coordination with Head Office, covering e-Bookings and e-Freight. A clear overview of customer booking behavior, currently processed through the on-line booking portals, is crucial to determine best course of action to create a full digital journey for our customers, securing them on-line. Lead role for the market on the e-Freight project coordinating fully with the GBI Operations Manager ensuring successful and active implementation.

Data-driven performance management

• Collect, integrate and analyse all online usage data, on request and proactively, and present this in a clear, concise and comprehensible manner.
• Follow-up on findings to drive improvements and discuss actions with relevant departments (local & central)
• Monitor and analyse market performance of our digital channel and e-revenues.
• Analyse and steer towards an optimal customer online usage threshold to maximize revenue streams and online digital customer journey in alignment with central Digital team.
• Ensure industry performance analyses are being executed to anticipate on future demand.
• Develop presentations to present stakeholders with (real time) performance insights.
• Participate in the (central) development of data driven tooling and processes.

E- Booking Portal Management

• Implementation and checking of functional updates on all relevant systems.
• Manage and co-ordinate actions to ensure a good and timely communication both internally and externally on system updates and features with training and support as required.
• Maintain a regular and close contact with the Central e-support desk for on-going development plans.
• Solve Customer and Staff concerns relating to booking portals, both technical and non-technical.
• Regularly monitor system functionality to ensure correct routings. Settings and stability of system.
• Co-ordinate the reporting of issues and irregularities to Central Support teams.
• Follow-up incidents to ensure quick resolution and escalation when necessary
• Plan, manage and co-ordinate training and awareness sessions both internally and externally
• Promote benefits of tools to staff and customers

Mail and Phone system Management

• Support GBI CSO Supervisors and team leader in matters relating mail and e-phone management systems, e.g. statistics, call flows, etc)
• Regularly monitor system functionality to ensure correct routings. Settings and stability of system.
• Maintain a regular and close contact with UK IT team for functional updates and/or enhanced features.

Customer Management

• In line with the Commercial Organisation identify Customer behaviour in order to initiate and co-ordinate actions towards realisation of E-Business potential.
• Create and execute Customer specific plans in concert with the Commercial team, including booking targets and customer visits.
• Develop and optimise relationships with existing and potential customers
• Promote Benefits to Customer

Distribution channel development (Digital)

• Monitor and steer channel development in line with sales distribution channel strategy.
• Trigger and pilot digital developments, for direct and indirect channels together with local lead and customers.
• Funnel customer or market requirements and development wishes to the relevant product owners.

Brand, image and customer experience development

• Contribute to and/or initiate marketing campaigns in order to increase market penetration, customer interaction and satisfaction on digital front, i.e. myCargo in concert with Central Marketing teams
• Perform analyses to understand customer behaviour and translate into opportunities to improve our customer experience