Account Manager

About Spafax Spafax Airline Network delivers content technology and media assets for the world’s leading airlines, including Emirates, the Lufthansa Group, Singapore Airlines and many others. We curate a vast catalogue of global Movies, TV, audio, and Games across every major entertainment market. We provide the next-generation experiences for passengers, so the combination of creativity and technology is at the heart of what we do. We are headquartered in London, but have offices in other regions: Germany, Dubai, Canada, US, Beijing, Singapore, and Hong Kong. We are part of WPP, one of the largest marketing companies. About the role: As the Account Manager, you will be the cornerstone of our client relationship, overseeing the end-to-end delivery of our inflight entertainment solutions. You will serve as the primary point of contact for an airline account, driving content selection, ensuring seamless service delivery, and fostering long-term partnerships that maximise both client satisfaction and business growth. This role requires a blend of account management expertise, project coordination, and a strategic mindset to deliver exceptional value. Key Responsibilities: Client Relationship Management: Act as the primary point of contact and trusted advisor for assigned airline account, managing day-to-day relationships, fielding requests, and providing timely solutions for all customer account management matters, including comprehensive content selection, and overall service delivery. Serve as the go-to expert for airline-specific knowledge, demonstrating a deep understanding of client operations, contractual scope, and the implications of client requests on budget, timeline, and internal departments, effectively managing expectations. Manage the day-to-day relationship between Spafax and assigned airline/account, fielding requests and providing timely solutions. Build and maintain strong, long-lasting relationships with the assigned airline/account, fostering trust and understanding their evolving needs. Negotiate contracts, prepare proposals, and close agreements to maximize revenue and margin while ensuring mutual benefit, proactively identifying and pursuing upsell opportunities across our digital products and content portfolio. Become the go-to person for airline specific knowledge, information, and solutions, demonstrating deep understanding of client operations. Understand the scope of the contract and the implications of client requests on both budget and timeline. Understand the implications of airline requests on internal departments and effectively manage client expectations. Content Strategy & Delivery: Work closely with the IFE Director, APAC and Global Teams to develop and implement comprehensive content strategies. Understand airlines’ objectives, route networks, and demographics to incorporate into a tailored content strategy that delivers optimal passenger satisfaction. Pre-plan content in line with agreed content and financial strategies, ensuring all contractual deals are fulfilled. Lead internal and external editorial meetings, facilitating discussions and obtaining timely sign-off on content lineups and strategies. Act as the point of quality control, ensuring accuracy and adherence to standards before content line-ups or other deliverables are shared with client. Operational & Project Management: Ensure the timely and successful delivery of our inflight entertainment solutions according to customer needs, objectives, and established Service Level Agreements (SLAs). Manage day-to-day service delivery in close partnership with Content Curation and Content Operations teams, ensuring content freshness and operational excellence. Operate as the main point of contact for all relevant internal teams (e.g., Metadata, Operations) to ensure accurate on-time delivery of files. Proactively manage timelines, ensuring all tasks are captured and the workflow is monitored for seamless delivery across all projects. Understand all relevant IFE systems and cycles in detail to effectively manage solutions and client queries. Financial administration, including invoicing, managing monthly/annual budgets and deals, requesting, capturing, and reporting flight level and fleet updates, and monitoring overall project budgets. Clearly and consistently communicate the progress of initiatives, project milestones, and any potential challenges to both internal teams and external stakeholders. Analyse, circulate, and implement insights from passenger research information, data, demographics, new routes, and other relevant market intelligence to identify opportunities and propose relevant, actionable recommendations. About You Previous experience ( e.g., 3-5 years) in an Account Management or Project Management role, preferably within the aviation, media, or entertainment sectors. Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of an organisation, from technical teams to executive leadership. Language Proficiency: JLPT N2 proficiency required, N1 preferred. A proactive self-starter with a strong sense of initiative, comfortable working autonomously in a fast-paced and dynamic environment. Possess a strategic mindset, a collaborative team player, with the understanding that success is achieved through strong internal partnerships with content, operations, and other cross-functional teams. Highly organised, detail-oriented, strong communication skills and demonstrate a tenacious, problem-solving attitude with a commitment to achieving objectives. Availability to travel to meet with the client and attend industry events as required. In return we offer Competitive basic salary & benefits A great team of fantastic colleagues who love what they do The benefits of being part of WPP – the wide agency network and access to a central resource Applicants who progress through the interview process may be asked to complete an assignment. *Spafax is an equal opportunity employer Apply To This Job