Senior Airline Accounts & Operations Lead

Gategroup; Schiller Park (IL); On-site; USD 95,000 - 110,000; Full time

Benefits offered by this job

Paid time off

401k with company match

Company sponsored life insurance

Medical, dental, vision plans

Disability insurance

Employee Assistance Program

Employee Discounts

Free hot meals

Job summary

gategroup is seeking an experienced account leader to direct all communications and operations for airline accounts at the Gate Gourmet unit. You will serve as the primary liaison between airline customers and the operations team, ensuring service requirements are met and contracts are fulfilled.

The role reports to the General Manager, requires a Bachelor’s degree and at least five years in sales, marketing, or customer service, preferably in airlines or catering.

Qualifications

• Bachelor’s degree is required.
• Minimum of 5 years of experience in sales, marketing, customer service, or a related field.
• Experience working in the airlines industry is preferred.
• Experience working in catering or food service industry is preferred.
• Experience working with SAP preferred.

Responsibilities

• Oversees all aspects of account management, including communication with the airline head office, local office where the operational unit is located, and primary account management within Gate Gourmet.
• Ensures compliance with all customer and airline service requirements by maintaining performance on customers as specified in the contract.
• Develops and maintains positive relationships with customer and unit management and staff, ensuring clear communication at all levels.
• Monitors communications between back office functions (billing department) and the customer and recommends remedies for disputes.
• Provides account-specific training to Unit management and personnel.
• Ensures that kitchen personnel are trained on all type of customer aircraft and maintains current loading diagrams and configurations.
• Maintains prompt communications with customers and operations staff to resolve issues and develops data related to the account.
• Monitors unit performance and ensures quality service standards, unit hygiene, HACCP, billing accuracy, and inventories.
• Solves problems and makes recommendations based on root-cause analysis at the operations level.
• Serves as the primary contact for day-to-day operational communications with the customer and develops business relationships for issue resolution.
• Acts as the single point of contact with the airline and responds to inquiries.
• Maintains visibility to customer by participating in flight deliveries and interfacing with cabin crew and operations unit.
• Works with the assigned Chef to ensure proper menu specifications and directions are followed.
• Ensures inventories for equipment and liquor meet customer requirements.
• Responds to airline comments or complaints within 48 hours.
• Arranges customer visits including meal presentations at the Operations unit.
• Participates in conference calls, meetings, and workshops pertaining to customer, marketing, Sales, and operations.

Skills

Customer service

Lean manufacturing

Six Sigma

Analytical skills

MS Word

Education

Bachelor’s degree

Tools

SAP

MS Excel

MS Access

PowerPoint

Job description

gategroup is seeking an experienced account leader to direct all communications and operations for airline accounts at the Gate Gourmet unit. You will serve as the primary liaison between airline customers and the operations team, ensuring service requirements are met and contracts are fulfilled.

The role reports to the General Manager, requires a Bachelor’s degree and at least five years in sales, marketing, or customer service, preferably in airlines or catering.