VP - Stakeholder Management

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia King Salman International Airport Development Company Full time

Job Purpose:

The job holder is responsible for monitoring agreements with different customer segments, managing the identification of customer segment needs, formulating engagement plans and incentive schemes, and ensuring the provision of care and aftercare services in order to boost customer satisfaction and increase retention.

Key Responsibilities:

Strategy and Objectives:

  • Contribute to the development of Commercial General Department's strategic plan in line with KSIADC's strategy
  • Develop Stakeholder Management Department business plan in line with strategic plans and directions
  • Develop Stakeholder Management Department performance objectives and indicators and continuously monitor progress toward business plan
  • Ensure the proper development of the Stakeholder Management Department's framework, methodologies, techniques, and principles

Organization, Resources, and Monitoring:

  • Ensure that Stakeholder Management Department business plan is well communicated and understood at all levels
  • Optimize resources and ensure Stakeholder Management Department organization is efficient and provide recommendations for improvement
  • Develop Stakeholder Management Department yearly budget ensuring alignment to plans and needs
  • Develop processes ensuring all activities are set and stakeholders identified
  • Support implementation of control system
  • Take business decisions and escalate strategic decisions to higher positions when required

Operational:

  • Monitor sales, leasing, investment, and partnership agreements and revise collected information from concerned stakeholders to assess customer needs and retrieve relevant service level agreements for each customer segment
  • Oversee development of stakeholder engagement plan in alignment with identified customer needs and agreed upon service level agreements
  • Monitor development of care and aftercare polices, guidelines, and tools based on best practices and latest trends to enable delivery of quality service to customers
  • Approve incentive schemes in alignment with strategic objectives and allocated budget to boost tenant, investor, and partner satisfaction and increase retention
  • Ensure coordination with Design, Delivery, and airport operator to identify and assess impact of development on current tenants and accordingly oversee development of tenant relocation plans while minimizing disruption to tenants' operations
  • Monitor tenant and investor requests and queries, facilitate coordination with concerned stakeholders to develop adequate action plans or responses, and ensure the provision of timely and high-quality support
  • Engage with concerned stakeholders if needed after receiving escalated complaints to develop remediation actions, and follow up on their implementation while ensuring customer satisfaction
  • Oversee organization of events/workshops with potential/existing tenants and investors to enhance the relationship and achieve KSIADC's strategic objectives
  • Monitor periodical visits to investors to ensure proper implementation of opportunities as per set agreement and highlight any discrepancy to provide recommendations
  • Monitor tenant, investor, partner satisfaction in order to define areas of improvement in current practices, and direct implementation of corrective or remediation actions

People Management:

  • Provide continuous guidance and mentorship in order to create a performance-driven culture
  • Provide input on manpower planning, recruitment, development, and performance management and follow-up on activities that enhance employee engagement and motivation

KNOWLEDGE & EXPERIENCE

  • Bachelor's degree in Business Administration, Hospitality, Finance, or any related field
  • Master's degree is preferable
  • A minimum of 12 years of experience with at least 5 years of experience in a managerial role

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