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Operational Account Manager

2 months ago

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

As an Operational Account Manager at DO & CO, you will play a key role in building and maintaining strong relationships with our clients across the luxury gourmet entertainment market.

Key Responsibilities:
  • Customer Engagement: Develop and maintain positive relationships with clients, acting as an ambassador for DO & CO and driving continuous improvement and innovation.
  • Contractual Deliverables: Ensure client expectations are met or exceeded through the delivery of high-quality customer service and compliance.
  • Account Planning: Support the implementation and communication of account plans and activities, working closely with internal teams to drive business growth.
  • Meetings and Communication: Attend internal and external meetings with clients, acting as an interface between internal functions to drive continuous improvement and innovation.
  • Data-Driven Decision Making: Effectively use data to drive objective decision making and drive business growth.
  • Customer Audits: Oversee and ensure customer audits are managed with internal teams, including the client's performance team.
  • Inventory Management: Ensure accurate inventory management for nominated lines, discussing burn-off or write-off with clients on a bi-weekly basis.
  • Customer Complaints: Ensure timely investigation and response to customer complaints, delays, and other incidents with service impact.
  • Trials and Performance Data: Assist the Senior Account Manager to ensure trials are coordinated with clear objectives, success criteria, and measurements, capturing action points and coordinating corrective action plans.
  • Performance Data Capture: Oversee and ensure accurate performance data capture against contractual KPIs, flagging trends to Process Owners and Customer and Product director.
Requirements:
  • Strong Industry Experience: Strong airline industry experience or demonstrable relevant industry experience (catering, logistics, retail, hospitality, operational).
  • Account Management Experience: Demonstrable account management/customer services experience.
  • Interpersonal Skills: Strong interpersonal skills to build good customer and group company relationships.
  • Presentation and Team Leadership Skills: Good presentation and team leadership skills.
  • Customer Service: Passion for providing excellent customer service.
  • Food Safety and Hygiene: Basic Food Safety and Hygiene understanding.
  • Strategic Thinking: Ability to think strategically and commercially.
  • Analytical and Numeracy Skills: Strong analytical and numeracy skills.
  • Process Driven: Process driven and comfortable with complex data requirements.
  • Forward Planning: Developing skills in forward planning with experience of Project Management related work.
  • IT Skills: Proficient IT skills, including Microsoft Excel, Word, and PowerPoint, with an ability and/or willingness to learn other systems as required.
  • Communication Skills: Effective communicator with excellent written and verbal communication skills in English.