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