Key Account Manager

Cpl; Dublin; On-site; EUR 65,000 - 95,000; Full time

Job summary

CPL in Dublin seeks an experienced Key Account Manager to own strategic relationships with a major client in airline catering and retail. You will drive commercial performance, ensure high-quality service delivery, and align operations across sites.

You will lead account reviews, monitor SLAs, support budgeting and forecasting, and work with Operations, Finance, Compliance, HR, and IT to deliver sustainable growth in a fast-paced environment.

Qualifications

• 5+ years in account management, commercial, or customer-facing roles.
• Strong stakeholder management and relationship-building skills.
• Excellent communication and influencing ability at all levels.
• Highly organized with strong attention to detail.

Responsibilities

• Own strategic relationships with the Client's stakeholders and be the main contact for commercial/operational matters.
• Ensure service delivery aligns with SLAs and monitor contract performance and customer satisfaction.
• Drive revenue growth and profitability, analyse data, and support budgeting/forecasting.

Skills

Stakeholder management

Relationship building

Communication

Attention to detail

Analytical thinking

Problem solving

Excel

Education

Bachelor's degree in Business Administration

Tools

Excel

PowerPoint

Word

CRM software

Job description

Position Summary

We are seeking a highly experienced and motivated Key Account Manager who will act as the primary relationship owner for one of the company's clients, driving commercial performance and ensuring consistent delivery of high-quality services across all operational touchpoints.

This is a strategic and operational role responsible for strengthening client relationships, improving service standards, and delivering sustainable growth within a complex, fast-paced airline catering and retail environment.

Key Accountabilities

Account & Relationship Management

• Develop and maintain strong, strategic relationships with the Client's stakeholders
• Act as the main point of contact for all commercial and operational matters
• Represent the voice of the customer internally across the organisation

Performance & Service Delivery

• Ensure service delivery aligns with agreed Service Level Agreements (SLAs)
• Monitor and drive contract performance, quality standards, and customer satisfaction
• Conduct regular customer reviews, presentations, and site visits
• Maintain visibility across all clients' operational sites and stations

Commercial & Financial Management

• Manage account performance with a focus on revenue growth and profitability (EBITDA)
• Analyse performance data and identify opportunities for improvement and growth
• Support budgeting, forecasting, and cost control initiatives

Issue Resolution & Continuous Improvement

• Identify, manage, and resolve customer concerns effectively
• Lead root cause analysis and corrective action implementation
• Drive continuous improvement initiatives and operational excellence

Cross-Functional Collaboration

• Work closely with internal teams, including Operations, Finance, Compliance, HR, and IT
• Ensure alignment between customer expectations and operational delivery
• Support change management and business initiatives impacting the account

Qualifications

Essential

• Minimum 5 years' experience in account management, commercial, or customer-facing roles
• Strong stakeholder management and relationship-building skills
• Excellent communication and influencing ability across all levels
• Highly organised with strong attention to detail
• Commercially astute with strong analytical and problem-solving skills
• Proactive, self-motivated, and solution-oriented approach
• Advanced IT proficiency (Excel, PowerPoint, Word)

Desirable

• Experience in aviation, catering, logistics, or similarly complex operational environments
• Experience managing large, strategic client accounts

Key Competencies

• Client focus & relationship management
• Commercial acumen
• Communication & influencing
• Problem-solving & decision-making
• Collaboration & teamwork
• Continuous improvement mindset.