General Manager

Responsibilities:

Strategic & Business Leadership:

Develop and execute the company’s strategic and annual business plans.

Translate business objectives into departmental targets, budgets and measurable KPIs.

Identify new market opportunities, revenue streams and strategic partnerships.

Monitor overall business performance and implement corrective actions where required.

Operations & Travel Management:

Oversee day-to-day flight booking, reservations, ticketing, re-issuance, cancellations and refunds.

Ensure efficient and accurate delivery of domestic and international travel services.

Establish effective processes, controls and service standards across operations.

Ensure prompt resolution of travel disruptions and operational issues.

Sales & Business Development:

Drive revenue growth through acquisition and retention of corporate and individual clients.

Develop and manage key corporate accounts and strategic relationships.

Lead major client negotiations, proposals and business presentations.

Develop partnerships with airlines, GDS providers, consolidators and other travel service providers.

Monitor sales performance, pipeline development and conversion.

Financial & Commercial Management:

Take responsibility for revenue, profitability, operating costs and overall commercial performance.

Develop and manage budgets in collaboration with Finance.

Monitor receivables, cash flow, ticketing transactions and revenue leakage.

Ensure commercially sound pricing, discounts and business decisions.

Strengthen internal controls and minimise financial and operational risks.

Customer Experience:

Establish high standards for customer service and client relationship management.

Monitor customer satisfaction, complaints and resolution timelines.

Ensure corporate clients receive responsive, reliable and professional travel support.

Develop strategies that encourage customer retention, repeat business and referrals.

People & Organisational Leadership:

Provide leadership, direction and performance management across the organisation.

Build a high-performing, accountable and customer-focused workforce.

Work with HR to recruit, develop, retain and succession-plan key talent.

Establish clear responsibilities, performance expectations and development plans.

Promote professionalism, teamwork, integrity and continuous improvement.

Technology, Compliance & Risk:

Drive effective use of GDS, CRM, booking, financial and other relevant technology. Identify opportunities for automation and process improvement. Ensure compliance with applicable laws, industry requirements, company policies and airline regulations. Identify and manage financial, operational, regulatory and reputational risks.

Requirements:

Bachelor’s degree in business administration, management, aviation, travel & tourism, transport management, economics, marketing or a related discipline.

A master's degree and/or relevant professional certification is an advantage.

8–12 years of relevant professional experience, with at least 5 years in a senior management or leadership position.

Proven experience in travel, aviation, airline, ticketing, tourism, corporate travel management or a closely related industry.

Strong experience in business development, corporate account management and commercial operations.

Practical knowledge of flight reservations, ticketing, fare rules, refunds and re-issuance.

Experience working with airlines, GDS platforms, travel consolidators and industry partners is highly desirable.

Demonstrable experience managing teams, budgets and business performance.

Core Competencies:

Strategic and commercial thinking.

Strong leadership and people-management skills.

Business development and negotiation.

Financial and commercial acumen.

Excellent communication and stakeholder-management skills.

Customer-centric approach.

Analytical and problem-solving ability.

Decision-making and execution.

Strong organisational and time-management skills.

Integrity, accountability and professionalism.

Ability to operate effectively in a fast-paced, service-driven environment.

Key Performance Indicators:

Revenue and profitability growth.

New corporate accounts and client retention.

Sales target achievement and business development conversion.

Ticketing/booking efficiency and transaction accuracy.

Customer satisfaction and complaint-resolution rates.

Cash flow, receivables and cost management.

Growth of strategic airline/travel partnerships.

Employee productivity and performance.

Operational efficiency and process improvement.

Compliance and reduction of business risks.

Location: Port Harcourt Remuneration: NGN 800,000 - 1 Million Monthly