Airline Operational Account Manager

Arena One GmbH; Hounslow; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in luxury airline catering seeks a customer account manager to enhance client relationships and deliver exceptional service. The role includes oversight of customer contracts, data-driven responsibilities, and collaboration across departments. The ideal candidate will possess strong interpersonal skills and relevant industry experience, with opportunities for training and travel.

Benefits

Competitive salary based on experience

Free on-site staff meals

Training and qualifications provided

Access to CIPD for skill enhancement

Salary reviews based on performance

Opportunity for national and international travel

Refer a Friend Scheme

Qualifications

• Airline industry or relevant experience in catering, logistics, or hospitality.
• Account management and customer service experience required.
• Strong presentation and leadership skills.

Responsibilities

• Build and manage relationships with customer contacts.
• Ensure high customer service and compliance with contractual deliverables.
• Investigate and respond to customer complaints and service impacts.

Skills

Customer service

Analytical skills

Interpersonal skills

Communication skills

Education

Food Safety Qualifications

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job 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.

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.

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
• 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. Experience in Paxia system highly desirable.
• 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 based on experience
• Training and qualifications needed to perform your duty including Food Safety Qualifications
• Access to CIPD to expand your skills and knowledge
• Free on-site staff meals
• On-Site role
• Salary reviews in line with personal performance
• Opportunity to travel and work at DO & CO events nationally and internationally.
• Enjoy perks by referring your friends through our Refer a Friend Scheme
• A business where you can have a real impact, we’re not afraid of new ideas!
• 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