Senior Manager, Customer Accounts

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

The position is responsible for directing all communications and operations for all accounts as they directly pertain to meeting customer requirements and needs. This position reports to the General Manager and is the primary liaison between the airline customers and the Gate Gourmet operational unit.

Annual Hiring Range

$95,000-$100,000

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: 

• 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.   

• Responsible for developing and maintaining a positive, professional working relationship with both customer and unit management and staff, establishing a clear line of communication at all levels.   

• Monitors communications between back office functions (billing department) and the customer and is authorized to make recommendations to remedy any disputes that may arise.  

• Provides account-specific training to Unit management and personnel. 

• Ensures that all kitchen personnel is trained on all type of customer aircraft, maintains current loading diagrams and configurations and any other data as it relates to the key accounts. 

• Maintains prompt and effective communications with customers and operations staff to resolve issues and is responsible for developing and maintaining data as it relates to the account. 

• Monitors unit performance and takes a proactive position in ensuring that quality service standards, unit hygiene, HACCP, billing accuracy, and inventories is maintained at the highest levels and is responsible for performing data trending analysis. 

• Problem solves and makes recommendation to the outcome of the root cause at the operations level. 

• Serves as the primary contact for all day to day operational communications 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 should be available on call to respond to customer phone calls, e-mails, and telex inquiries.  

• Is externally/internally visible to customer by participating in flight deliveries and interfacing with cabin crew and operations unit.   

• Must work with the assigned Chef to ensure proper menu specifications and directions are followed.   

• Ensures all inventories for equipment and liquor meet customer requirements.  

• Responds to airline comments or complaints in a timely manner with a 48 hour period from the time the comment/complaint was received.  

• Responsible for arranging customer visits including meal presentations at the Operations unit.  

• Participates in conference calls, meetings, workshops pertaining to the customer, marketing, Sales, operations which pertain to airline issues and content.  

Qualifications