Sr Mgr., Commercial Sales & Services, United Airlines

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

Reporting to the Global Account Director, the Senior Manager Commercial Sales & Service is responsible for the coordination, administration, analysis, training and development for the customer dedicated team. The Senior Manager is expected to ensure operational effectiveness and excellence by committing to the Company’s values, while providing superior service to internal and external customers, communicating effectively, maintaining high level of accuracy, integrity and producing quality work products.

This role is responsible for day to day customer account management and collaboration with internal functional teams including Culinary, Finance, HR, Operations etc. to deliver excellent service.

Main Duties and Responsibilities:

• High level of expertise in excel and PowerPoint required to formulate solid commercial presentations and recommendations.
• Build strong customer relationship with United Airlines and provide high level of customer support.
• Be the interface between Customer and Internal Stakeholders at all GG Locations.
• Channel the client’s needs through a two-way communication, in an efficient and timely manner that allows delivering the service in the agreed conditions applicable to all GG locations for United Airlines.
• Supports the dedicated customer team in managing the commercial sales and service strategy by enhancing customer experience through collaboration and coordination with the internal functional teams.
• Assists the global account director in developing tactical and strategic commercial sales and services initiatives to support the customer and business unit’s goals (financial, quality, production, customer service, operational efficiency, etc.).
• Establishes and maintains communications with all levels of Airline/non-Airline teams and the Company’s internal functions which impacts customer relationships.
• Coordinate input from Pricing, Financial Planning, Operations, and Sales stakeholders in order to provide analytics in development of business cases, bid strategies and commercial negotiations applicable to all GG locations for dedicated customer or as required / assigned by the region.
• Ensures contract compliance with all customer and airline service requirements.
• Manages a team of analysts/representatives, whose focus areas include change management, financial analysis, pricing strategy, billing validation, performance analysis and account management.
• Coordinates bid activities, and other finance related commercial activities, ensuring the timely completion of tenders, evaluates inquiries, tracks and manages progress of works.
• Coordinates and supports successful launch of new business and new services, provides guidance and support to new locations during their start-ups.
• Supports ad-hoc financial analysis to recover additional costs and conducts negotiations with the customer to ensure proper revenue capture as specified in the contract.
• Manages a system for customer evaluation, performance and communication.
• Monitors performance and takes a proactive approach in ensuring quality service standards are maintained at the highest level.
• Develops and maintains tools to analyze the flight data and provides catering locations with flight statistics to drive more proactive and efficient plans and actions for the upcoming changes.
• Streamlines the existing tools and increases efficiency of the data analysis.
• Manages the customer change management process for all day-to-day operational communications, working with each designated kitchen Account Manager as well as other internal functions; communicates with the customer, as assigned, to develop business relationships which allows for root cause issue resolution.
• Drives change communications between the Customer Services Group including pricing, billing and menu design specifications and Culinary departments and the customer.
• Participates in regular meetings with the Directors and Sales and Service to discuss commercial issues.
• Prepares for and delivers regular reviews/reports with the internal and external customers about the activities and results of the project team.
• Champions improvement initiatives on behalf of the customer.
• Works with gategroup colleagues to identify and implement best practices.
• Liaises with the colleagues on all significant account issues.
• Develops standard operating procedures to ensure customer deliverables standards are met.

Qualifications

Education:
• Bachelor’s Degree or relevant, equivalent work experience in Sales and Service is required.
• Master’s degree a plus.

Work Experience:
• Minimum 7 years of experience in Sales, airline and/or airline catering required.
• Previous project manageme