Account Manager Operations

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Location: UK
Job type: Permanent
Aircraft type:
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Sector: Airport
Job Role:

Job Summary

Reporting to the British Airways Global Account Director, you will be part of the customer service and commercial team working with our customers in a global role providing an overall single point of contact for BA in terms of our Operational Excellence covering all BA units.

In this role, you will use your leadership skills to lead and develop a team of 3 Customer Service managers to improve overall operational performance as illustrated by new set of KPIs / measures which the Senior Manager will develop and implement. Developing strong partnerships and relationships with the GMs / CI teams / other key stakeholders within each of the BA serving units, you will provide joined up thinking and best practice sharing across our BA Operations. You wi;; endeavour to improve the overall Operational offering while supporting improvement of overall Customer Satisfaction. You will act as a single point of contact to BA for all food quality / safety, ramp safety issues and audit findings while working with relevant unit(s) to provide solution / response to BA which will come via this individual / team.

As the Account Manager Operations you will be responsible for developing reports / other materials to support BA global governance related to the Operation, understand and support the Menu Development process end to end, with full participation in menu workshops and presentations. You will develop the customer account plan with the Global Account Director and customer account team related to the Operation while participating in regular review meetings to ensure execution of the plan. You will be expected to fully understand the customer contract, driving to maximise GG’s revenue and profitability in terms of Operations. Where required you will provide relevant support to the Commercial Senior Managers w.r.t. Operational content / offering for RFP responses / other Business Development opportunities. You will proactively seek out and look to implement best practice from across gategroup Operations with and for BA while conducting and supporting ad-hoc analyses on operational issues.

The role will require you to be flexible to travel as and when required.

Qualifications:

Qualifications and Experience:

Education:

Educated to a Bachelor’s degree level (four-year college or university), ideally in Business, Economics, Maths or Engineering or previous experience in an account management related role; An MBA in Finance, Economics, Management Strategy, or Marketing preferred.

Work Experience:

Previous experience leading a team in an multifunctional and matrixed operational /B2B environment with account management or co working with responsibilities of large accounts; experience with revenue and margin management with an ability to understand and manage a P&L; Operational management experience preferably within an airline and/or airline catering. Previous experience in the hospitality industry would be an asset but not essential

Skills & Knowledge:

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Ability to analyse and respond to customer issues in real-time and in an organised manner.

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Ability to work across various departments and parts of the Group in order to resolve issues to the customer’s satisfaction.

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Ability to define problems, collect data, establish facts, solve problems, make recommendations, and draw valid conclusions in a timely and accurate manner.

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Must possess strong interpersonal skills including experience of efficiently communicating results through the use of supporting tables, graphs, and presentation quality materials.

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Strong PC skills including MS Word, Excel, Access and PowerPoint required.

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Must be able to effectively and professionally communicate with management and blue collar staff as well as demonstrate sound judgment and reasoning skills; ability to prioritize and successfully manage multiple projects/deadlines simultaneously.

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High degree of confidentiality

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Working knowledge of kitchen operations

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Domestic and International customer experience in an operational setting

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Effective communication (verbal and written) in English, Other languages will be an advantage



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gategroup Competencies Required to be Successful in the Job:

* Thinking

Information Search and analysis & problem resolution skills

* Engaging

Understanding others, Team Leadership and Developing People

* Inspiring

Influencing and building relationships, Motivating and Inspiring, Communicating effectively

* Achieving

Delivering business results under pressure, Championing Performance Improvement and Customer Focus

Demonstrated Values to be Successful in the Position

Employees at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone:

* We treat each other with respect and we act with integrity

* We communicate and keep each other informed

* We put our heads together to problem solve and deliver excellence as a team

* We have passion for our work and we pay attention to the little details

* We foster an environment of accountability, take responsibility for our actions and learn from our mistakes

* We do what we say we will do, when we say we are going to do it

* We care about our coworkers, always taking an opportunity to make someone’s day better

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. gategroup reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. Candidates may be required to go through pre-employment drug screen, criminal check and/or airport fingerprinting.

gategroup – an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.
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