Business Manager (Aviation & Hospitality)

BUSINESS MANAGER – AVIATION & HOSPITALITY

• Location: Gurugram
• Experience: Approximately 8–12 years
• Employment: Full-time

ABOUT PHONON DIGITAL

Phonon Digital builds enterprise customer-engagement and passenger-operations solutions for leading organisations. Through 22North, our aviation technology platform, we help airlines and airports improve passenger communication, customer experience, disruption management, digital servicing and ancillary revenue.

We are looking for a Client Success & Growth Manager – Aviation to manage and expand our relationships with airline and airport customers and help us establish relationships within the hospitality sector.

ABOUT THE ROLE

This is a senior, customer-facing role responsible for client success, executive relationships, account development and business growth.

The person will serve as the primary business interface between customers and Phonons product, pre-sales and delivery teams in Vadodara. They will ensure that our solutions deliver business value, identify opportunities for expansion and build strong relationships with senior stakeholders.

The role will also use Phonons aviation experience and industry relationships to open doors with new airlines, airports and hotel groups.

KEY RESPONSIBILITIES

Client Relationships and Success

• Own and strengthen relationships with senior business, technology, commercial, customer-experience and operational stakeholders across assigned accounts.
• Develop a deep understanding of each customers business priorities, operations, challenges and technology roadmap.
• Serve as the senior customer interface for Phonon across ongoing engagements.
• Conduct regular executive reviews and maintain structured client-success and account-development plans.
• Monitor customer satisfaction, solution adoption, business outcomes, account risks and renewal opportunities.
• Ensure that customer feedback, concerns and priorities receive appropriate internal attention.
• Represent customer priorities internally while maintaining alignment with Phonons commercial and product objectives.

Client Rollouts and Governance

• Provide business oversight for new client rollouts, product launches and expansion projects.
• Work with Phonons pre-sales, onboarding, product and delivery teams to ensure alignment on customer expectations, scope and priorities.
• Maintain senior-level visibility of project milestones, risks, dependencies and customer decisions.
• Facilitate communication and intervention where projects require senior stakeholder alignment.
• Support customers during important launches, operational disruptions and peak travel periods.
• Remain reasonably accessible for urgent escalations during critical customer operating periods.

Account Development and Business Growth

• Identify opportunities to expand existing accounts through new products, use cases, departments and business units.
• Develop cross-sell and upsell opportunities based on customer priorities and measurable business outcomes.
• Build relationships beyond current stakeholders to deepen Phonons position within each account.
• Work with the Marketing & Business Development Manager to convert identified opportunities into proposals and commercial engagements.
• Develop relationships with prospective airlines and airports through referrals, industry networks and customer introductions.
• Open doors with hotel groups and other hospitality businesses as Phonon expands into this sector.
• Participate in relevant customer meetings, conferences, exhibitions and industry forums.

Customer Positioning and Case Studies

• Establish Phonon and 22North as trusted strategic partners rather than only technology vendors.
• Identify successful implementations and measurable customer outcomes that can be developed into case studies.
• Secure customer participation and approvals for testimonials, case studies, industry presentations and joint success stories.
• Work with the marketing team to develop relevant customer content and market-facing material.
• Bring structured market intelligence, customer feedback and emerging requirements into product and business planning.

WHAT WE ARE LOOKING FOR

• Approximately 8–12 years of experience in client success, key account management, enterprise business development or strategic client relationships.
• Demonstrated experience managing large enterprise accounts and interacting with senior management.
• Strong relationship-building skills, commercial orientation and executive presence.
• Ability to understand enterprise technology solutions and connect them to customer business outcomes.
• Experience identifying and developing expansion opportunities within existing accounts.
• Strong communication, presentation, negotiation and stakeholder-management skills.
• Ability to coordinate effectively with product, technology, delivery, commercial and leadership teams.
• High ownership, sound judgement and the ability to operate independently.
• Willingness to travel regularly for customer meetings and industry events.

PREFERRED BACKGROUND

• Experience working with an airline, airport, aviation technology company, travel technology provider or enterprise vendor serving the aviation sector.
• Understanding of passenger experience, airline or airport operations, digital engagement, disruption management, reservations, loyalty or ancillary revenue.
• Existing professional relationships within the airline, airport or hospitality ecosystem.
• Experience with enterprise software, SaaS platforms or customer-engagement technology.

This is a full-time role based in Gurugram and requires regular in-person customer engagement.