Account Manager

Our production unit takes pride in offering top-tier luxury airline catering that is both elegant and sophisticated. Our team is dedicated to crafting a one-of-a-kind experience that is attractive to even the most discerning passengers. We focus on providing exceptional quality, first-class service, and an exquisite range of menu options that are sure to impress.

Responsibilities

Build robust and sustainable individual relationships with all levels of contact within the Customer organisation, with positive and pro-active Customer Engagement, acting as an ambassador for the company and covering all aspects of our group trading.; Understand the company’s contractual deliverables ensuring customer expectations are met or exceeded through the delivery of a high level of customer service and compliance.; Support in effectively implementing and communicating account plans and activities.; Attend all (relevant) internal and external meetings with the client while acting as an interface between all internal functions – operations, health and safety, menu development and senior management to drive continuous improvement and innovation.; Effectively use data in all aspects of the business and to drive objective decision making; Oversee and ensure customer audits (direct or third party) are managed with all internal teams including the customers performance team.; Ensure inventory for nominated lines is captured and discussed on a bi-weekly basis with the client, agreeing burn-off or write-off as appropriate.; Ensure the timely distribution of customer instructions and other relevant information as required within the company monitoring internal teams acknowledge and implement the same.; Ensure the timely investigation and response to all customer complaints, delays, and other incidents with service impact; Assist the Senior Account Manager to ensure trials are coordinated with clear objective, success criteria and measurements. Capturing action points and coordinating corrective action plans and/ or commercial impact for presentation back to the client.; Oversee and ensure the accurate performance data capture against contractual KPIs, flagging trends to Process Owners and Customer and Product director, especially around OTP and safety issues

Requirements

Strong airline industry experience or demonstrable relevant industry experience (catering, logistics, retail, hospitality, operational); Demonstrable account management / customer services experience; Strong interpersonal skills to build good customer and group company relationships; Good presentation and team leadership skills; Passion for providing excellent customer service; Basic Food Safety and Hygiene understanding; Ability to think strategically and commercially; Strong analytical and numeracy skills; Process driven and comfortable with complex data requirements; Developing skills in forward planning with experience of Project Management related work; Proficient IT skills, including Microsoft Excel, Word, and PowerPoint – with an ability and/or willingness to learn other systems as required.; Effective communicator with excellent written and verbal communication skills in English.