5 months ago
Reporting to the British Airways Global Account Director, you will use your leadership skills to lead the customer account team and develop the British Airways account plan. You will enable the execution of this plan by participating in quarterly meetings, maximising revenue and profitability whilst continuously broadening the relationship base around the world to extend our influence.
You will be responsible for the overall performance and customer satisfaction levels by effectively liaising with internal stakeholders. Working closely with gategroup teams including operations, commercial, culinary and finance, you will ensure targets are met and corrective actions implemented.
This role will require you to utilise your knowledge of menu development to support the development process end to end, with participation in menu workshops and presentations.
You will engage with other gategroup brands to offer other value add propositions to British Airways, leading tender activities and coordinating multi-brands bids.
Through regular review, development, validation and process improvement you will support improved sales & customer service efforts.
Qualifications and Experience:
Educated to a Bachelor’s degree level (four-year college or university) in Business, Economics, Maths or Engineering or extensive experience in an account management role; An MBA in Finance, Economics, Management Strategy, or Marketing preferred.
Extensive experience leading a team in a customer service B2B environment with account management responsibilities for large accounts; experience with revenue and margin management with an ability to understand and manage a P&L; Commercial and contract execution and negotiation experience preferably within an airline and/or airline catering. Previous experience in the hospitality industry would be an asset but not essential
Skills & Knowledge:
Ability to analyse and respond to customer issues in real-time and in an organised manner.
Ability to work across various departments and parts of the Group in order to resolve issues to the customer’s satisfaction.
Ability to define problems, collect data, establish facts, solve problems, make recommendations, and draw valid conclusions in a timely and accurate manner.
Must possess strong financial and analytical skills including experience using complex financial models and efficiently communicating results through the use of supporting tables, graphs, and presentation quality materials.
Strong PC skills including MS Word, Excel, Access and PowerPoint required.
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.
High degree of confidentiality
Working knowledge of kitchen operations
Domestic and International customer experience in an operational setting
Effective communication (verbal and written) in English, Other languages will be an advantage
gategroup Competencies Required to be Successful in the Job:
Information Search and analysis & problem resolution skills
Understanding others, Team Leadership and Developing People
Influencing and building relationships, Motivating and Inspiring, Communicating effectively
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.