Account Manager

Primary Duties and Responsibilities:

• Effectively managing all customer changes of specifications and to ensure timely dissemination and implementation of these changes
• Checks kitchen operations on compliance of customer requirement
• Works closely together with al unit teams to ensure teams have a continuous knowledge of current and future cycles.
• Focal point throughout the execution of campaigns and projects
• Liaising effectively with clients both Headquarter based and at the local
• Develop and maintain a good, professional working relationship with both customer and internal staff
• Participating in commercial projects from concept to implementation
• Commercially responsible for account P&Ls
• Producing price lists, specification files, manage key events schedules
• Acts as a project manager to prevent from and reoccurrence on Crew Comments and Customer complaints
• Ensures compliance with all customer service requirements by maintaining performance on customers as specified in a customer contract and the service level agreement. Communicates the customer goals and represents the customer interests.
• Identifies issues at an early stage, supports operations, improves processes and makes a difference in the day-to-day operation.
• Responsible for developing and maintaining a good, professional working relationship with both customer and internal staff, establishing a clear line of communication at all levels.
• Building and managing customer relationships by delivering (strategic) account strategies and execute account plans.
• Responsible for achieving set targets and reports frequently on the progress of initiatives.
• Provides account-specific insights to unit personnel as required. Ensures that all involved disciplines are updated on all type of customer aircrafts and ensures to have current loading diagrams and configurations embedded in the organization.
• Monitors unit performance and takes a proactive position in ensuring that quality service standards, unit hygiene, ISO22000, billing accuracy, and inventories are maintained at the highest level. Periodic customer feedback survey on each aspect of the role – communication, inventory management, Quality cost management/invoice accuracy, and customer service orientation
• Serves as the primary contact for all day-to-day operational communications with the customer as assigned with the ability to develop business relationships which allow for root cause issue resolution.
• Ensures all inventories for equipment meet customer requirements.
• Conducts documented billing checks to ensure all delivered service items are billed.
• Responds to airline comments or complaints in a timely manner with a 48 hour period from the time the comment/complaint was received. Manages to a customer-specific set of KPI’s – reports on this performance to the head of commercial, agrees performance targets to these KPI’s (e.g., delays, complaints, audit results) with general manager and head of commercial.
• Participates in weekly meetings with the team to share best practices and drive for issue management.

Minimum qualifications

• Bachelor’s degree in business management, marketing, (business) economics or other related field.
• At least 4 years of experience in account management with a strong focus on customer service excellence.
• Analytical skills required
• Delivers excellent communication and influencing skills and the ability to lead cross-functional account teams.
• Good practical problem-solving skills at tactical level.
• Able to develop and implement integrated customer strategies and execute on account tactics.
• Thorough understanding of the aviation industry.
• Thrives in an international (matrix) organization.
• Unlock new business potential by challenging the status quo.
• Build insights and function as the catalyst for the procurement department
• Dutch and English language skills are essential.

Personality:

• Action driven, hands-on
• Strong work ethos
• Business acumen
• Dynamic
• Stands Ambiguity
• Strong networker
• Analytical and planner
• Customer focused
• Politically skilled
• Negotiator