Senior Manager Customer Accounts

• Oversees all aspects of account management, including communication with the airline head office, local office where the operational unit is located, and primary account management within Gate Gourmet.  

• Ensures compliance with all customer and airline service requirements by maintaining performance on customers as specified in the contract.   

• Responsible for developing and maintaining a positive, professional working relationship with both customer and unit management and staff, establishing a clear line of communication at all levels.   

• Monitors communications between back office functions (billing department) and the customer and is authorized to make recommendations to remedy any disputes that may arise.  

• Provides account-specific training to Unit management and personnel. 

• Ensures that all kitchen personnel is trained on all type of customer aircraft, maintains current loading diagrams and configurations and any other data as it relates to the key accounts. 

• Maintains prompt and effective communications with customers and operations staff to resolve issues and is responsible for developing and maintaining data as it relates to the account. 

• Monitors unit performance and takes a proactive position in ensuring that quality service standards, unit hygiene, HACCP, billing accuracy, and inventories is maintained at the highest levels and is responsible for performing data trending analysis. 

• Problem solves and makes recommendation to the outcome of the root cause at the operations level. 

• Serves as the primary contact for all day to day operational communications with the customer as assigned with the ability to develop business relationships which allow for root cause issue resolution.  

• Acts as the single point of contact with the airline and should be available on call to respond to customer phone calls, e-mails, and telex inquiries.  

• Is externally/internally visible to customer by participating in flight deliveries and interfacing with cabin crew and operations unit.   

• Must work with the assigned Chef to ensure proper menu specifications and directions are followed.   

• Ensures all inventories for equipment and liquor meet customer requirements.  

• Responds to airline comments or complaints in a timely manner with a 48 hour period from the time the comment/complaint was received.  

• Responsible for arranging customer visits including meal presentations at the Operations unit.  

• Participates in conference calls, meetings, workshops pertaining to the customer, marketing, Sales, operations which pertain to airline issues and content.  

Qualifications 

Education: 

• Bachelor’s degree is required  

Work Experience: 

• Minimum of 5 years of experience in sales, marketing, customer service, or a related field 

• Working knowledge of billing and/or invoicing process and procedures  

• Experience working in the airlines industry is preferred 

• Experience working in catering or food service industry is preferred  

• Experience working with SAP preferred  

Technical Skills: (Certification, Licenses and Registration) 

• Strong customer service skills.  

• Dedication to excellence and a strong work ethic.  

• Attention to detail.  

• Lean Manufacturing, Six Sigma problem solving and analytical skills.  

• Proficiency with MS Excel, Word Access and Power point.  

• Valid Driver’s License.  

• Ability to obtain Airport Transport Authority badge required.  

• Ability to obtain Customs Seal for Airport Transport Authority badge required.  

Language / Communication Skills: 

• Excellent written and oral communication skills.  

• Ability to communicate well with internal and external customers and all levels within organizations 

Job Dimensions 

External Relationships: airline customers and their staff 

Work Environment / Requirements of the Job:  

• Regularly stands, bends, lifts, and moves intermittently during shifts of 10+ hours as needed.  

• In a normal production kitchen facility there may be physical discomfort due to temperature and noise.  

• Must be able to lift, push, pull and move product, equipment, supplies, etc., in excess of twenty-five (25) pounds.  

Budget / Revenue Responsibility: (Local Currency) 

Estimated Total Size of Team: varies by unit size 

gategroup Competencies Required to be Successful in the Job: 

• Thinking – Information Search and analysis & problem resolution skills 

• Engaging – Understanding others, Team Leadership and Developing People 

• Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively 

• Achieving – Delivering business results under pressure, Championing Performance Improvement and Customer Focus 

Demonstrated Values to be Successful in the Position  

Employees at gategroup are expected to live our Values of Excellence, Passion, Responsibility and Respect. To demonstrate these Values, we expect to observe the following from everyone:  
 

Excellence 

• We put the customer at the forefront of everything we do, taking time to understand their needs, wishes and desires. 

• We constantly learn by giving and receiving feedback, improving from our mistakes and bettering ourselves. 

Passion 

• Hospitality, in its purest form, comes down to a single, core principle: care. We do everything with thoughtfulness, attention, and care. 

• We have a growth mindset, a resilience that makes us determined to bounce back from failures and setbacks. 

Responsibility 

• We care about what we do, and we understand the impact we have on others and the planet. 

• We always look out for each other –creating a safe workplace environment is everyone’s responsibility. 

Respect 

• Every job matters. We each do our part to ensure our colleagues and our customers succeed in their goals. 

• We respect each other’s voices and foster a workplace that supports inclusion and belonging. We are all one gategroup. 

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and skills required.  Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.  In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.