Operational Account Manager

2 weeks 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 clients, ensuring exceptional customer service, and driving business growth.

Key Responsibilities

  • Develop and maintain robust relationships with airline clients, acting as a trusted ambassador for DO & CO and driving business growth through proactive engagement.
  • Ensure customer expectations are met or exceeded through the delivery of high-quality service, compliance, and effective communication.
  • Support the implementation and communication of account plans and activities, ensuring seamless execution and timely delivery.
  • Act as a liaison between internal functions, including operations, health and safety, menu development, and senior management, to drive continuous improvement and innovation.
  • Effectively utilize data to inform business decisions, drive objective decision-making, and optimize operations.
  • Manage customer audits, including direct and third-party audits, ensuring seamless collaboration with internal teams and the customer's performance team.
  • Ensure timely inventory management, capturing and discussing nominated lines with clients, and agreeing on burn-off or write-off as necessary.
  • Coordinate the timely distribution of customer instructions and relevant information, ensuring internal teams acknowledge and implement accordingly.
  • Investigate and respond to customer complaints, delays, and incidents with service impact, ensuring timely resolution and customer satisfaction.
  • Assist the Senior Account Manager in coordinating trials, capturing action points, and developing corrective action plans or commercial impact presentations for the client.
  • Oversee the accurate capture of performance data against contractual KPIs, flagging trends to Process Owners and the Customer and Product Director, particularly around OTP and safety issues.

Requirements

  • Strong airline industry experience or relevant industry experience (catering, logistics, retail, hospitality, operational).
  • Demonstrable account management and customer services experience.
  • Excellent interpersonal skills to build 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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