Account Director - Inflight Entertainment

About the Role / About the Job
The Account Director owns the commercial relationship with a strategic airline account and acts as the customer advocate inside the company, working across internal functions to ensure the customer needs are understood and satisfied. The role secures sustainable and profitable growth above market by building a true long-term partnership with the customer, applying a systematic and customer-centric account management approach that maximises mutual value.

The Account Director is the lead commercial point of contact and the decision-maker on matters affecting the account, including impact on profit and loss within the defined commercial mandate. The role engages established and prospective customer stakeholders to build intelligence, drive customer success, and generate sales, and serves as the point of escalation for the account. The Account Director communicates the value of the full company portfolio, particularly leading the expansion of digital, connectivity, and recurring services revenue alongside the core in-flight entertainment (IFE) hardware base. This role is critical to the future commercial performance of the IFE business in the region. It manages one of the largest and most complex airline relationships in the portfolio, sets the strategic direction for that account, and converts deep customer understanding into profitable order intake and growing wallet share over the long term.

Essential Functions / Key Areas of Responsibility
Ensure Customer Success through

• Serving as the lead commercial point of contact for the customer account team
• Building relationships with senior executive and C-level stakeholders and strategic ecosystem partners across the region
• Developing trusted advisor relationships with key customer stakeholders and executive sponsors
• Ensuring the timely and successful delivery of company solutions according to customer needs and objectives
• Communicating the progress of monthly and quarterly initiatives clearly to internal and external stakeholders
• Collaborating with sales and account teams to identify and grow opportunities within the account
• Supporting cross-functional integrated product teams and acting on issues impacting the customer experience
• Managing customer expectations, survey activity, and experience scorecards to sustain a high level of customer satisfaction
• Leading the account team to provide proactive, world-class support focused on responsiveness, quality, and speed of resolution

Customer Commercial Negotiations and Customer Strategy

• Owning and growing the account end-to-end against the account plan, delivering order intake and margin commitments
• Leading complex commercial negotiations from opportunity through to signed contract, coordinating pricing, legal, product, and program teams to secure profitable outcomes
• Driving the shift toward digital, connectivity, and value-based services, converting recurring revenue and selling services opportunities beyond the installed hardware base
• Developing new business with the existing customer and identifying areas of improvement to meet sales targets
• Forecasting and tracking key account metrics, and working with marketing to establish effective support

Customer Analysis and Consultation

• Creating and maintaining the account development plan, opportunity pipeline, capture plans, and accurate forecasting
• Maintaining customer priority status and aligning internal resources accordingly
• Preparing reports and professional presentations to communicate opportunities, trends, and issues to customer teams and senior management
• Leading customer quarterly business reviews with stakeholders and executives
• Maintaining inputs and updates in the Customer Relationship Management tool (CRM, Salesforce) as appropriate

Minimum Requirements: Skills, Experience, Education, Knowledge, Certifications, Language

• Bachelor degree in business administration, marketing, sales, engineering, or a relevant field; Master degree preferred
• Fifteen (15) or more years of experience in sales, key account management, or commercial roles within the airline or aviation industry
• Direct, demonstrable experience with IFE, inflight connectivity, or onboard digital and passenger experience products (mandatory)
• Ten or more years establishing and implementing account plans, roadmap, and strategy across internal and external strategies, contracts, budget, and objectives
• Ten or more years in contract management associated with issue and litigation resolution and customer complaint management
• Proven ownership of large, complex business-to-business accounts, including order intake in the tens of millions of US dollars
• Track record of selling services, software, or connected solutions, not only hardware
• Experience operating inside or selling to a major international airline with a complex, multi-stakeholder decision structure
• Proficient with CRM (Salesforce) and the Microsoft Office suite; excellent communication and negotiation skills
• Domestic and international travel required, up to 35 percent or more

Preferred Qualifications

• An existing network within major Gulf or international carriers
• Background with an IFE original equipment manufacturer, an airline IFE or product team, a connectivity provider, or a systems integrator
• Demonstrated experience transitioning a hardware account toward recurring services revenue
• Understanding of avionics or aviation digital and connectivity technology
• Self-motivated and self-directed, able to operate autonomously with a results-oriented, can-do mindset
• Able to mentor and lead an account team and to manage competing priorities effectively

At the company we provide CAREERS and not only jobs. With the company employing 80,000 employees in 68 countries, our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here!