Account Manager

DO & CO; Hounslow; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

On-site role

Refer a Friend Scheme

On-Site Free Meals

In-house training opportunities

Career development opportunities

Job summary

DO & CO London is seeking a driven Account Manager to build robust relationships with airline clients and coordinate across operations, safety, menu development and senior management. You will drive customer engagement, ensure contractual deliverables are met, and support in implementing account plans.

Applicants should have strong airline catering or related industry experience, excellent communication skills, and proficiency with Excel/PowerPoint.

Qualifications

• Strong airline industry experience or demonstrable relevant industry experience (catering, logistics, retail, hospitality, operational).
• Demonstrable account management / customer services experience.
• Strong interpersonal skills to build good customer and group company relationships.

Responsibilities

• Build robust and sustainable relationships with all levels of contact within the Customer organisation and act as ambassador for the company.
• Ensure customer expectations are met or exceeded through high level customer service and compliance.
• Attend relevant meetings with clients and act as interface between internal functions to drive improvement and innovation.
• Use data to drive objective decision making and manage customer audits and performance.
• Oversee inventory discussions and ensure timely distribution of customer instructions and information.

Skills

Airline industry experience

Account management

Customer services

Interpersonal skills

Presentation and leadership

Data analysis & numeracy

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

• Build 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 making
• Oversee 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 impact
• Assist 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

Job Description

• Build 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 making
• Oversee 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 impact
• Assist 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

Company Description

Our 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.

Qualifications

• Strong airline industry experience or demonstrable relevant industry experience (catering, logistics, retail, hospitality, operational)
• Demonstrable account management / customer services experience
• Strong interpersonal skills to build good customer and group company relationships
• Good presentation and team leadership skills
• Passion for providing excellent customer service
• Basic Food Safety and Hygiene understanding
• Ability to think strategically and commercially
• Strong analytical and numeracy skills
• Process driven and comfortable with complex data requirements
• Developing skills in forward planning with experience of Project Management related work
• Proficient IT skills, including Microsoft Excel, Word, and PowerPoint – with an ability and/or willingness to learn other systems as required.
• Effective communicator with excellent written and verbal communication skills in English.

Additional Information

We 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
• On-site role
• Enjoy perks by referring your friends through our Refer a Friend Scheme
• Save money and time with On-Site Free Meals
• Expand your skills and knowledge through our in-house training opportunities.
• A business where you can have a real impact, we’re not afraid of new ideas!
• Genuine career development opportunities, both nationally and internationally
• The opportunity to work with and represent one of the most innovative players in the luxury global gourmet entertainment market

DO&CO is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

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