Manages the Company’s Commercial Services strategy by enhancing customer experience through collaboration and coordination with the internal functional teams. - Assists the Commercial Services Director 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.). - Establishes and maintains communications with all levels of Airline/non-Airline teams and the C... more details
We’re looking for motivated, engaged people to help make everyone’s journeys better.
Reporting to the Commercial Services Director, the Senior Commercial Services Manager is responsible for the coordination, administration, analysis, training and development for the Commercial Services organization. The Senior Manager is expected to ensure operational effectiveness and excellence by committing to the Company’s values, while providing superior service to internal and external customers, communicating effectively, maintaining high level of accuracy, integrity and producing quality work products.
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:
• Manages the Company’s Commercial Services strategy by enhancing customer experience through collaboration and coordination with the internal functional teams.
• Assists the Commercial Services Director 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.).
• Establishes and maintains communications with all 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.
• Manages a team of analysts/representatives, whose focus areas include change management, financial analysis, pricing strategy, billing validation, performance analysis and account management
• Manages internal departments, including pricing, billing, procurement, industrial engineers and data group, in matters pertaining to the customer to ensure data integrity, execution, appropriate and timely communication.
• Coordinates 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
• Coordinates and supports successful launch of new business and new services, provides guidance and support to new locations during their start-ups
• 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
• Manages a system for customer evaluation, performance and communication
• Monitors performance and takes a proactive approach in ensuring quality service standards are maintained at the highest level
• Develops and maintains tools to analyze the flight data and provides catering locations with flight statistics to drive more proactive and efficient plans and actions for the upcoming changes
• Streamlines the existing tools and increases efficiency of the data analysis
• Manages 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.
• Drives change communications between the Customer Services Group including pricing, billing and menu design specifications and Culinary departments and the customer.
• Participates in regular meetings with the Directors and Sales and Service to discuss commercial issues.
• Prepares for and delivers regular reviews/reports with the internal and external customers about the activities and results of the project team.
• Champions improvement initiatives on behalf of the customer
• Works with gategroup colleagues to identify and implement best practices.
• Liaises with the colleagues on all significant account issues
• Develops 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
• Masters degree a plus
Work Experience:
• Minimum 7 years of 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/or 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.
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