Head of Commercial Systems

Position Overview

The Head of Commercial Systems, is responsible for overseeing the development, administration, and maintenance of the commercial systems including all of the point of sales systems (website, mobile app, station app), the yield management system, the Central Reservation System and any customer facing commercial digital tools

Roles and Responsibility

• Roadmap & planning:

Identify and prioritize system enhancements that support revenue growth, cost optimization, and customer satisfaction

Collaborate with the others teams (sales, marketing, ecommerce, service delivery etc…) to define the commercial systems roadmap and ensure alignment with business goals

Build and manage yearly delivery plan for all of the commercial systems

• System Integration:

Coordinate with internal stakeholders and third-party system providers to ensure seamless integration of commercial systems with other relevant systems, such as financial systems, CRM, Operation System and third party distributors

• Vendor/supplier Management:

Manage vendor relationships, follow-up contracts, and enforce service level agreements (SLAs) to ensure system availability, reliability, and support.

• Systems Development and Implementation:

Lead the design and implementation of the commercial systems or their enhancements

Coordinate with internal stakeholders and external vendors to ensure timely and effective system integration and deployment.

Oversee user acceptance testing, quality assurance, and change management processes to minimize system disruptions and maximize user adoption.

• System Administration, Maintenance and Support:

Collaborate with vendors and internal teams to monitor system performance, identify areas for improvement.

Manage relationships with external system providers and vendors to ensure adherence to contractual obligations and service level agreements.

Manage change request process from definition to go live

• Team Management and Leadership:

Build and lead a high-performing team of commercial systems professionals, providing, guidance, and fostering a collaborative work environment.

Set clear goals, objectives, and performance expectations for team members, conducting regular performance evaluations, and providing constructive feedback.

Desirable qualifications, skills and experience

Academic Qualifications:

• Master degrees in computer science, information systems or related fields

Experience:

• Experience in vendor management, contract negotiation, and service level agreement management.

• Extensive experience (8+ years) in managing and implementing commercial systems within the passenger transportation industry (preferably airline or long-distance train operator).

• In-depth knowledge of central reservation/inventory systems and point of sales systems (B2C website and mobile app)

• Proven track record of successfully leading large-scale system development projects from inception to implementation.

Other Skills:

• English speaking with excellent written and verbal skills

• Strong analytical skills with the ability to leverage data to drive decision-making and operational improvements.

• Excellent leadership and team management abilities, with a focus on fostering a collaborative and results-oriented work environment.

• Outstanding communication and presentation skills, with the ability to effectively convey complex technical concepts to both technical and non-technical stakeholders.

• Knowledge of industry best practices, emerging technologies, and trends in commercial systems within the transportation sector.