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Account Manager

Role Purpose Statement

 The incumbent acts as a liaison with all department Managers in the Customer Service Center (CSC) and airline(s) regarding performance issues and customer’s requests. He/she will be responsible for coordinating and directing menu presentations. 


Main Accountabilities

Account Management
   Develop and maintain an excellent relationship with the assigned account(s) and act as a liaison between the CSC, the airline and the Key Account Manager
   Ensure accurate billing and provisioning to the airline
   Maintain daily par levels and inventory control in accordance with customer standards
   Ensure equipment inventory is taken in a timely and accurate manner
   Ensure the on time departure of all flights using catering guidelines
   Support the respective departments regarding all airline cycle changes
   Monitor and ensure compliance with customer specifications and equipment, policies and procedures (Food & Drug Administration (FDA), Hazard Analysis and Critical Control Points (HACCP) etc.) in cooperation with the responsible Quality Manager 
   Maintain customer specifications and monitor changes
   Ensure that the airlines measurement system is taken into account in each department
   Coordinate and participate in all CSC evaluations by the customer. Distribute evaluation feedback to department Managers and ensure response is provided in a timely manner
   Monitor and ensure CSC compliance with the airlines safety expectations
   Develop, document and maintain flight attendant comment and delay database
   Support the Executive chef in menu presentations as needed. Assist in Chef tables
   Track quality scores
   Ensure par levels of customer inventory and customer specific goods 
   Participate in special customer projects 
Leadership
   Ensure that the area of responsibility is properly organized, staffed and directed
   Guide, motivate and develop the subordinate employees within the Human Resources Policy
   Participates in coaching the expanded Global Performance System (GPS) process, as well as additional career development activities to enhance the effectiveness and potential of the team
   Make the company's values and management principles live in the department(s)
   Plan / Implement and control the cost budget in the area of responsibility; initiate and steer corrective actions in case of deviations
   Participate and support company sponsored initiatives such as Global Quality Standard (GQS), HACCP, Lean Manufacturing, Employee Safety
 

Knowledge, Skills and Experience

   Bachelor’s degree or equivalent experience required
   In addition, three to five years of experience in related field 
   Strong presentation, communication, training and interpersonal skills
   Demonstrable record of understanding and meeting customer expectations
   Proven track record of understanding of the drivers of product and labor cost variances
   Needs good knowledge of Microsoft Office and Windows-based computer applications