Reporting to the Commercial Services Senior Manager, the Senior Commercial Services Manager is responsible for the execution of administration, analysis, training and development for the Commercial Services organization. The Manager is expected to provide superior service to internal and external customers, communicating effectively, maintaining high level of accuracy, integrity and producing quality work products, this while driving efficiencies through standardization, process and data, and co... more details
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Job Summary:
Reporting to the Commercial Services Senior Manager, the Senior Commercial Services Manager is responsible for the execution of administration, analysis, training and development for the Commercial Services organization. The Manager is expected to provide superior service to internal and external customers, communicating effectively, maintaining high level of accuracy, integrity and producing quality work products, this while driving efficiencies through standardization, process and data, and committing to the Company’s values.
This role is responsible for day to day customer account management and collaboration with internal functional teams including Culinary, Finance, HR, Operations, etc. to deliver excellent service.
Main Duties and Responsibilities:
- Executes the Company’s Commercial Services strategy by enhancing customer experience through collaboration and coordination with the internal functional teams.
- Assists the Commercial Services Sr. Manager in developing tactical and strategic Commercial Services initiatives to support the customer and business unit’s goals (financial, quality, production, customer service, operational efficiency, etc.).
- Maintains communications with the appropriate levels of Airline/non-Airline teams and the Company’s internal functions which impacts customer relationships
- Ensures contract compliance with all customer and airline service requirements.
- Drives key processes with focus areas including change management, financial analysis, pricing strategy, billing validation, performance analysis and account management
- Evaluates existing procedures, and develops ways to standardize and improve, creating efficiency, effectiveness and accuracy
- Supports internal communication, developing strategies to ensure internal departments, including pricing, billing, procurement, industrial engineers and data group, are engaged and aligned
- Supports bid activities, minimum wage increases, and other finance related commercial activities, ensuring the timely completion of tenders, evaluates inquiries, tracks and manages progress of works
- Supports ad-hoc financial analysis to recover additional costs and conducts negotiations with the customer to ensure proper revenue capture as specified in the contract
- Responsible for the customer change management process internally, by managing the customer change management process for all day to day operational communications, working with each designated kitchen Account Manager as well as other internal functions; communicates with the customer, as assigned, to develop business relationships which allows for root cause issue resolution.
- Identifies and delivers reviews/reports with the internal and external customers about the activities and results
- Engages commercial teams to align on priorities, establish communication protocols, and ensure service levels
- Works with colleagues to identify and implement best practices.
- Liaises with the colleagues on all significant account issues
- Assists the Senior Manager with developing standard operating procedures to ensure customer deliverables standards are met.
Qualifications
Education:
- Bachelor’s Degree or relevant, equivalent work experience in Sales and Service is required
Work Experience:
- Minimum 5 years of progressively responsible, professional experience in Sales, airline and/or airline catering required
- Previous project management experience preferred
- Experience in a food related industry is preferred with exposure to multi-ethnic cuisines.
- Experience working with international clients is advantageous to the position.
- A background in revenue management and/or pricing is preferred but not mandatory.
Technical Skills: (Certification, Licenses and Registration)
- Must be able to obtain AOA access
- Must have a valid driver’s license
- Must have a valid passport
Job Skills:
- Strong organization and project management skills
- Account management
- Strong analytical skills
- Advanced Microsoft Excel skills
- Large scale catering operations or logistics, airline catering experience preferred
- Sales and/or customer service experience
- Able to shift roles and responsibilities as business needs change.
- Able to work effectively in a team environment.
- Able to find innovative ways to solve problems
Language / Communication Skills:
- Excellent verbal and written skills, ability to present proposals and performance data, comfortable interfacing with senior executives. Fluency in a foreign language is beneficial to the position, however not mandatory.
Job Dimensions
Geographic Responsibility: US
Type of Employment: Full Time
Travel %: Willing to travel domestically and internationally as required.
Exemption Classification: Exempt
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