Operational Account Manager

Company DescriptionOur 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.Job DescriptionBuild 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 makingOversee 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 impactAssist 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.QualificationsStrong airline industry experience or demonstrable relevant industry experience (catering, logistics, retail, hospitality, operational)Demonstrable account management / customer services experienceStrong interpersonal skills to build good customer and group company relationshipsGood presentation and team leadership skillsPassion for providing excellent customer serviceBasic Food Safety and Hygiene understandingAbility to think strategically and commerciallyStrong analytical and numeracy skillsProcess driven and comfortable with complex data requirementsDeveloping skills in forward planning with experience of Project Management related workProficient IT skills, including Microsoft Excel, Word, and PowerPoint – with an ability and/or willingness to learn other systems as required. Experience in Paxia system highly desirable.Effective communicator with excellent written and verbal communication skills in English.Additional InformationWe believe that our employees are the driving force behind our success and strive to create a positive and supportive work environment. As a member of our team, you will have access to a range of benefits, including:Competitive salary based on experienceTraining and qualifications needed to perform your duty including Food Safety QualificationsAccess to CIPD to expand your skills and knowledgeFree on-site staff mealsPension schemeSalary reviews in line with personal performanceOpportunity to travel and work at DO & CO events nationally and internationally.Enjoy perks by referring your friends through our Refer a Friend SchemeA business where you can have a real impact, we’re not afraid of new ideas!The opportunity to work with and represent one of the most innovative players in the luxury global gourmet entertainment marketD