Operational Account Manager

7 days ago

Hounslow, Greater London, United Kingdom DO & CO Full time

About DO & CO

DO & CO is a leading provider of luxury airline catering, renowned for its exceptional quality, sophisticated service, and exquisite menu options. Our team of experts takes pride in crafting a unique experience for discerning passengers, setting us apart in the industry.

Job Summary

We are seeking an experienced Operational Account Manager to join our team. As a key member of our account management team, you will be responsible for building and maintaining strong relationships with our airline customers, ensuring their expectations are met or exceeded through exceptional customer service and compliance.

Key Responsibilities

  • Develop and maintain robust relationships with airline customers, acting as an ambassador for DO & CO and covering all aspects of our group trading.
  • Understand and ensure compliance with contractual deliverables, driving customer satisfaction through high-quality service and delivery.
  • Support the implementation and communication of account plans and activities, ensuring seamless execution and customer engagement.
  • Attend internal and external meetings with clients, serving as a liaison between internal functions to drive continuous improvement and innovation.
  • Effectively utilize data to inform business decisions, driving objective decision-making and process improvements.
  • Oversee customer audits, ensuring internal teams are aligned and customer performance is optimized.
  • Manage inventory for nominated lines, discussing burn-off or write-off with clients on a bi-weekly basis.
  • Ensure timely distribution of customer instructions and relevant information, monitoring internal teams' acknowledgment and implementation.
  • Investigate and respond to customer complaints, delays, and incidents with service impact, ensuring timely resolution.
  • Assist the Senior Account Manager in coordinating trials, capturing action points, and developing corrective action plans for presentation to clients.
  • Oversee accurate performance data capture against contractual KPIs, flagging trends to Process Owners and Customer and Product director.

Requirements

  • Strong airline industry experience or relevant industry experience (catering, logistics, retail, hospitality, operational).
  • Demonstrable account management and customer services experience.
  • Excellent interpersonal skills for building strong customer and group company relationships.
  • Good presentation and team leadership skills.
  • Passion for providing exceptional customer service.
  • Basic Food Safety and Hygiene understanding.
  • Ability to think strategically and commercially.
  • Strong analytical and numeracy skills.
  • Process-driven and comfortable with complex data requirements.
  • Developing skills in forward planning with experience of Project Management-related work.
  • Proficient IT skills, including Microsoft Excel, Word, and PowerPoint, with an ability to learn other systems as required.
  • Effective communicator with excellent written and verbal communication skills in English.

What We Offer

  • Competitive salary based on experience.
  • Training and qualifications needed to perform your duty, including Food Safety Qualifications.
  • Access to CIPD to expand your skills and knowledge.
  • Free on-site staff meals.
  • Pension scheme.
  • Salary reviews in line with personal performance.
  • Opportunity to travel and work at DO & CO events nationally and internationally.
  • Enjoy perks by referring your friends through our Refer a Friend Scheme.
  • A business where you can have a real impact, we're not afraid of new ideas.
  • The opportunity to work with and represent one of the most innovative players in the luxury global gourmet entertainment market.

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