Senior Manager, Sales and Services

We’re looking for motivated, engaged people to help make everyone’s journeys better.

The Senior Sales and Service Manager is responsible for overseeing all aspects of global account management and Sales and Service functions, including communication with the airline head office and local airport office where the operational unit is located. This role aligns all global account management across the Company in accordance to the Customer’s business requirements.

Annual Hiring Range/Hourly Rate:

• $120,000-$130,000 /Per Year
• This position is eligible for incentive pay of 3% of the annual base salary, dependent upon successful attainment of company, team, and individual goals.

Benefits

• Paid time off
• 401k, with company match
• Company sponsored life insurance
• Medical, dental, vision plans
• Voluntary short-term/long-term disability insurance
• Voluntary life, accident, and hospital plans
• Employee Assistance Program
• Commuter benefits
• Employee Discounts

Main Duties and Responsibilities:

• Ensures compliance with all customer and airline service requirements by maintaining performance on customers as specified in the contract.
• Leads change initiatives across all Customer catering stations through structured change management and   communications, ensuring all systems, diagrams, standard operating processes are aligned and ready for the change.
• Responsible for developing and maintaining a good, professional working relationship with both the customer kitchen management and staff and team members, establishing a clear line of communication at all levels.
• Drives change communications between the Account Services Group including pricing, billing and menu design specifications and Culinary departments and the customer.
• Guides the unit Account Manager to provide account-specific training to Unit personnel as required. Ensures that all kitchen personnel are trained on all type of customer aircraft and have current loading diagrams and configurations.
• Maintains prompt and effective communications with customers and operations staff to resolve issues.
• Monitors unit performance and takes a proactive position in monitoring customer quality service standards, facility health and sanitations standards, billing accuracy, and product inventories are maintained at the highest level by the operating unit. Conducts hygiene and performance follow up reviews with kitchen management & staff, while ensuring prompt turnaround response to the customers.
• Serves as the primary contact for all day to day operational communications working with each designated kitchen Account Manager as well as Account Services Group; communicates with the customer as assigned with the ability to develop business relationships which allow for root cause issue resolution.
• Acts as the single point of contact with the airline and is available on call to respond to customer inquiries.
• Works with the assigned Chefs to ensure proper menu specifications and directions are followed.
• Works with the designated kitchen Account Manager to ensure all inventories for equipment and liquor meet customer requirements and are reported in the airline systems on time and accurately each month.
• Responds to airline comments or complaints in a timely manner with a 48 hour period from the time the comment/complaint was received.
• Arranges customer visits including meal presentations at the Operations unit. Assists the Sales and Service Director with customer meal presentation and Request for Proposal (RFP) kick-offs calls and strategy sessions.
• Participates in weekly conference calls to discuss sales issues.
• Prepares for and delivers regular reviews/reports with the internal and external customers about the activities and results of the project team.
• Serves as the “voice of the customer” within the project team and the Company
• Champions improvement initiatives on behalf of the project team
• Responds to customer requests
• Works with colleagues to identify and implement best practices.
• Ensures processes and procedures are in place to fulfill all Company performance and delivery obligations.
• Ensures proper communication and training in such processes and procedures for the project or delivery teams.
• Develops excellent business relationships with all customer contacts and identify opportunities to grow gategroup business
• Liaises with colleagues on all significant account issues
• Develops, along with Operations, standard processes to ensure customer deliverables requirements are met

Qualifications

Education:

• Bachelor’s Degree or 4 years of equivalent wo