Job Description

Job Advert

Job Summary:

We are currently looking for a driven individual with strong operational knowledge, ideally within the airline catering/retail/hospitality industry to join our Commercial team as a Customer Operational Account Manager


Reporting to the Account Director and working with the Senior Account Manager, the Customer Operational Account Manager will support with activities related to account management and commercial performance. In this role, you will interact with the respective customer(s) as per the agreed governance, reporting on Service KPIs, Menu Development, Pricing and Operational requirements while supporting in the adherence and fulfilment of service KPIs, menu specifications, costings and revenue projections. The job holder must maintain strong relationships with the customer(s) taking ownership of day-to-day communication across all interfacing departments, both with the customer and internally.

Main Duties and Responsibilities

Account Management

Build robust and sustainable individual relationships with all levels of contact within the Customer organization, with positive and pro-active Customer Engagement, acting as an ambassador for gategroup and covering all aspects of our group trading. Understand all relevant sections of our contract and ensure that we are always compliant. Ensure customer expectations are always met or exceeded by delivering the highest possible levels of customer service. Support the Senior Account Manager (SAM) and Account Director in effectively implementing and communicating account plans and activities Act as an interface between all internal functions - operations, health and safety, menu development and senior management Attend all (relevant) internal and external meetings with the client, i.e. Daily Operations, Weekly Operations, Weekly F&B, Monthly Business Review (as required) Drive continuous improvement and innovation, challenging the status quo to the benefit of the customer and overall business objectives. Effectively uses data in all aspects of the business and to drive objective decision making. To ensure that the Global Account Director is fully appraised of all activity within the account Provide cover as needed for the Senior Account Manager

Operations

Oversee and ensure customer audits (direct or third party) are managed with all internal teams. 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 General Manager, especially around OTP and safety issues. Act on any AFB/ PFB or AFP/ PFP reports, coordinating internal review and report back to the client. In the event a product is not available, complete the necessary substitutions process and notify the client.

Menu Development

Alongside the Snr Account Manager, ensure brief is clearly communicated to Culinary, Procurement, OP&C and other parties with volumes and Design to Cost [DTC] targets. Support the Senior Account Manager in: Work with Menu development and OP&C to support the SAM in ensuring the accurate build of the Menu Grid, validating and signing off the Menu Grid, ensuring ongoing changes are updated and captured, through management of the KES for all refreshes, changes, etc. Project managing and leading menu presentations driving internal teams across all departments, ensuring that new proposed menus always meet budget and adhere to the customer's requirements whilst optimizing profitability, capturing minutes and actions Presenting and agreeing all pricing submissions to the customer post internal validation with OP&C, Finance and Global Account Director, highlighting variance to budget/ DTC/ DTV. Coordinating with Menu Development that specifications are provided in a timely and accurate fashion uploaded into the system. Working with Menu Development to create the Menu & Procurement Calendar ensuring monthly objectives are met.

Performance KPIs

Monitoring daily, weekly and monthly performance of all KPIs, identifying and resolving areas of under-performance directly and/or with support from other Gate Gourmet departments Ensuring that customer reporting is delivered to the customer and internally in an accurate and timely fashion Review weekly FQRs and feed back to relevant departments for corrective action measures. Track Voice of the Customer feedback and relay to relevant departments for corrective action measures. Monitor OTP and Safety KPIs - flagging any trends and liaising with relevant departments for corrective action measures.

Finance

Work with the Snr Account Manager to monitor adherence to client's budget - preparing options for bringing service plans to meet budget for their approval or disapproval. If not approved, track options presented and value that would have been saved. Ensure timely upload of agreed pricing to client's invoicing system.

Qualifications and Experience:

Education:

Ideally educated to Degree level or equivalent

Work Experience:

Strong industry experience OR demonstrable relevant industry experience (catering, retail, hospitality) Demonstratable sales and marketing experience (Business development) Demonstrable account management / customer services experience

Skills & Knowledge:

Proficient with MS Office (Word, Excel,). Excellent written and spoken communication skills in English with ability to flex communication styles and approach to engage with stakeholders at all levels of the organisation. Knowledge of food hygiene Organized, methodical and self-motivated with strong attention to detail and accuracy. Must always demonstrate a high level of integrity, confidentiality, and professionalism. Ability to work on their own initiative as well as part of a wider team Ability to work to tight deadlines, under pressure and remain calm. Problem solving and Analytical skills with the ability to breakdown complex matters, communicate findings / solutions in a consistent and professional manner.


All applicants must have the right to work in the UK, undertake a CRC (Criminal Record Check) and provide 5 years of checkable referencing history. For anytime spent outside the uk exceeding 6 months, you must be able to provide a CRC (Criminal Record Check) for that country.


If you share our values of excellence, passion, respect, and responsibility, don't miss out on this opportunity to join our team. Apply TODAY.

About the company:

Gategroup is the leading independent global provider of products, services and solutions related to a passenger's on-board experience. We specialize in catering and hospitality, provisioning and logistics; and on-board products and services to companies that serve people on the move.


Our portfolio is designed to meet the fast-changing needs of our customers around the world. We do this by offering end-to-end solutions through our group of companies. While each company addresses a specific market need, together they can also operate in an integrated way to provide a 'one-stop-shop' for our customers.

Remuneration:

* Competitive Salary, Private Health Care + Statutory Benefits,