Customer Service Manager

Newrest; France; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A global catering leader in France is looking for an Account Manager to serve as the primary contact for airline clients. The role requires a minimum of 5 years of relevant experience, strong people and process management skills, and fluency in both English and French. Responsibilities include leading performance reviews, managing client communications, and coordinating contract discussions. Candidates should have expertise in HACCP and hygiene policies, as well as advanced computer skills.

Qualifications

• Minimum 5 years relevant experience in a similar role.
• Experience in Inflight or Airline industry would be an advantage.
• Excellent knowledge of HACCP and hygiene policies.
• Valid and clean Certificate of Character.

Responsabilités

• Serve as the primary point of contact for assigned clients.
• Ensure understanding of each client’s expectations and specifications.
• Lead performance reviews with clients.
• Manage daily customer communication for operational follow-up.

Connaissances

People management

Process management

Fluent English

Fluent French

Formation

Bachelor’s degree or equivalent

Outils

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Description du poste

Publicado el 11 / 11 / 2025

And what if your talent were to take shape with us?

Account Management

• Serve as the primary point of contact for assigned airline and institutional clients.
• Ensure full understanding of each client’s expectations, SLAs, and operational specifications.
• Anticipate client needs and proactively propose service and product improvements.
• Lead regular performance reviews with clients (KPIs, audits, and feedback analysis).
• Coordinate contract renewals, price list update, amendments, and commercial discussions with the GM and Group support.

Customer Service & Communication

• Manage daily customer communication for operational follow-up, irregularities, and service recovery.
• Monitor flight operations and ensure alignment between production output and client requirements.
• Supervise complaint handling, corrective actions, and ensure client feedback loop closure.
• Prepare and distribute client reports (punctuality, discrepancies, quality issues, etc.).
• Support the onboarding of new clients and flight launches (coordination with operations and training teams).
• Plan and coordinate client visits, audits, menu presentations, and inspections.
• Ensure all stakeholders (operations, production, QHSE, HR, etc.) are briefed and aligned ahead of the visit.
• Receive and process all requests for VIP, charter, and ad hoc flights.
• Coordinate quotation preparation, internal validation, and client communication.
• Follow up on billing, ensure accuracy of documentation and timely submission to finance.

Operational & Commercial Coordination

• Support menu changes, product validations, and client meal presentations.
• Ensure that all specs / datasheet are checked monthly by the 15th latest, for the next month menu change.
• Monitor cost and margin per client, identify opportunities for efficiency and revenue improvement.
• Contribute to tenders, pricing reviews, and contract performance analysis.
• Track and analyse customer KPIs (OTD, NCRs, satisfaction surveys, etc.).

Perfil

• Minimum 5 years relevant experience in a similar role.
• Experience in Inflight or Airline Industry would be an advantage
• Bachelor’s degree or any equivalent.
• Excellent knowledge of HACCP and hygiene policies.
• Strong people and process management skills.
• Valid and Clean Certificate of Character
• Excellent computer skills (Microsoft, Word, Excel and PowerPoint).
• Fluent English and French, written and spoken.

ABOUT NEWREST :

Specialist in out-of-home catering in 54 countries, and the only player to intervene in all sectors of catering and related services, Newrest is one of the world leaders in multi-sector catering.

Our 36,000 committed and talented employees do what is necessary to offer consumers balanced, diversified and tasty meals while scrupulously respecting hygiene and food safety standards.