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Catering and Retail Account Manager
2 months ago
We are seeking a highly skilled and experienced Account Manager to join our team at dnata Catering UK. As an Account Manager, you will be responsible for overseeing all aspects of allocated catering contracts, ensuring ongoing management, compliance, and delivery of contracted obligations and benefits.
Key Responsibilities- Contract Management: Administer meticulously allocated catering contract including amendments and appendices
- Ensure comprehensive adherence to the Catering Agreement, in particular coordinating new cycles, addressing additional service requests, managing SLAs, and overseeing accurate commercials.
- Manage the menu presentation process with internal stakeholders for allocated accounts to achieve customer satisfaction and meet dcUK commercial targets.
- Review and analyse contract terms, conditions, and obligations to identify potential risks, discrepancies, conflicts etc. and propose solutions.
- Assess material contract changes and obtain authorization from the Head of Sales for any potential change implementation.
- Identify, assess, and mitigate issues and risks associated with contracts, safeguarding the organization's interests.
- Account Growth: Identify, create and deliver new opportunities within the allocated account
- Remain informed about industry trends, competitor activities, and market dynamics to identify opportunities for accounts.
- Collaborate with the Head of Sales on (re)tender responses for existing accounts, ensuring alignment with strategic objectives set by Director.
- Furnish the Head of Sales with client requirements to facilitate the development or modification of products and services.
- Oversee the implementation of ad hoc (charter) flights/briefs, collaborating closely with relevant Customer Service and Account Support for seamless execution.
- Record and document market data pertaining to both customers and competitors in Salesforce to inform strategic decisions.
- Account Plans: Support creation by providing sales revenue data and operational insights
- Collaborating with the Head of Sales, contribute to the development and execution of the annual, 3- and 5-year account plans.
- Support plans by tracking, reporting and forecasting sales revenue.
- Provide deep account insights and recommendations to improve sales efficiency and enhance margins.
- Stakeholder Relationship: Build and maintain strong relationships to operational, external and internal customers and stakeholders
- Strive to become a trusted advisor to maximize the business potential of the account and enhance relationships to ensure account success.
- Collaborate timely with internal stakeholders, including Customer Service, Unit Managers, Legal, Sales, Procurement, and Finance, to manage contracts effectively and delivery optimal customer satisfaction. Additionally, guide Account Support on any contract changes, updates, or concerns.
- Build and maintain strong external relationships with clients, vendors, suppliers, and partners, acting as the primary point of contact for contract-related inquiries, negotiations, and disputes.
- Organize and participate in regular customer visits and presentations.
- Document regular Customer Monthly, Quarterly & Annually Business Reviews.
- Contract Performance: Report and evaluate contract key performance indicators
- Report and evaluate contract performance, tracking key performance indicators (KPIs), deliverables, milestones, and obligations to ensure timely delivery and compliance with contractual terms.
- Report sales KPIs to verify that contracted benefits, such as accurate invoicing/ payments, are consistently delivered.
- Promptly escalate any issues and risks to the Partnership Director, collaborating with Account Support if necessary, and recommend appropriate resolutions.
- Intermediate to Advanced skills in Word, Excel, PowerPoint, Visio, Salesforce, etc.
- Excellent communication skills, both verbal and written, to effectively convey ideas, negotiate terms, and resolve conflicts with clients, stakeholders, and internal teams. Strong ability to build and maintain relationships with clients fostering trust and collaboration.
- Advance level in a dominant language of the allocated geographical area combined with a deep cultural understanding.
- Experience in working in a similar industry e.g. aviation, airline, catering, operational.
- Flexibility to adapt to changing client needs, market conditions, and internal priorities, to adjust approaches to achieve business objectives.
- Understanding of profit and loss analysis to optimize profitability and meet financial targets.
- Ability to handle pressure, setbacks, and challenging client situations with resilience, maintaining professionalism, and focusing on finding solutions to overcome obstacles.
- Adaptability: flexible and open-minded in responding to ever-changing client needs and circumstances.
- Minimum of 3 years' experience of working within a sales / account management / commercial function/team.
- Strong negotiation skills to lead discussions, influence decision-making, and secure favourable outcomes in contract agreements and managing expectations.
- Proficiency in identifying challenges, analysing complex situations, and developing creative solutions to address client issues.
- Strategic Thinking: Ability to execute strategic account plans, aligning business objectives with client goals, and identifying growth opportunities to drive revenue and profitability.
- Strong leadership skills to lead cross-functional teams, delegate tasks effectively, and motivate team members to achieve shared goals.
- Assertiveness: confidence in asserting one's needs, opinions, and boundaries while maintaining professionalism and respect.
- Problem-solving orientation: proactive approach to identifying and resolving issues, finding creative solutions to complex problems.
- Emotional intelligence: capacity to understand and manage one's emotions, as well as navigate interpersonal dynamics with empathy and diplomacy to resolve potential conflicts effectively.
dnata Catering UK is a leading provider of in-flight hospitality services, delivering world-class culinary experiences to passengers around the globe. We are committed to excellence in every aspect of our business, from menu development to customer service. As an Account Manager at dnata Catering UK, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional results.
We are an inclusive employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.
