Job Description

About us

Gate Gourmet, a gategroup company, is the world's largest independent provider of catering and provisioning services for the airline industry. For the past 70 years, we have served over 250 carriers in more than 30 countries. Gate Gourmet combines culinary expertise with the highest standards of food safety and production to deliver delicious, healthy, and affordable meals to over 270 million travelers around the globe.

Job Summary

Reporting to the Global Account Director, the Senior Manager Commercial Sales & Service is responsible for the coordination, administration, analysis, training, and development of the customer-dedicated team. The Senior Manager is expected to ensure operational effectiveness and excellence by committing to the Company’s values, while providing superior service to internal and external customers, communicating effectively, maintaining high level of accuracy, integrity and producing quality work products.

This role is responsible for day-to-day customer account management and collaboration with internal functional teams, including Culinary, Finance, HR, Operations, etc., to deliver excellent service.

Main Duties and Responsibilities:

• High level of expertise in excel and PowerPoint required to formulate solid commercial presentations and recommendations.
• Build strong customer relationship with United Airlines and provide high level of customer support.
• Be the interface between Customer and Internal Stakeholders at all GG Locations.
• Channel the client’s needs through a two-way communication, in an efficient and timely manner that allows delivering the service in the agreed conditions applicable to all GG locations for United Airlines.
• Supports the dedicated customer team in managing the commercial sales and service strategy by enhancing customer experience through collaboration and coordination with the internal functional teams.
• Assists the global account director in developing tactical and strategic commercial sales and services initiatives to support the customer and business unit’s goals (financial, quality, production, customer service, operational efficiency, etc.).
• Establishes and maintains communications with all levels of Airline/non-Airline teams and the Company’s internal functions which impacts customer relationships.
• Coordinate input from Pricing, Financial Planning, Operations, and Sales stakeholders in order to provide analytics in development of business cases, bid strategies and commercial negotiations applicable to all GG locations for dedicated customer or as required / assigned by the region.
• Ensures contract compliance with all customer and airline service requirements.
• Manages a team of analysts/representatives, whose focus areas include change management, financial analysis, pricing strategy, billing validation, performance analysis and account management.
• Coordinates bid activities, and other finance related commercial activities, ensuring the timely completion of tenders, evaluates inquiries, tracks and manages progress of works.
• Coordinates and supports successful launch of new business and new services, provides guidance and support to new locations during their start-ups.
• Supports ad-hoc financial analysis to recover additional costs and conducts negotiations with the customer to ensure proper revenue capture as specified in the contract.
• Manages a system for customer evaluation, performance and communication.
• Monitors performance and takes a proactive approach in ensuring quality service standards are maintained at the highest level.
• Develops and maintains tools to analyze the flight data and provides catering locations with flight statistics to drive more proactive and efficient plans and actions for the upcoming changes.
• Streamlines the existing tools and increases efficiency of the data analysis.
• Manages the customer change management process for all day-to-day operational communications, working with each designated kitchen Account Manager as well as other internal functions; communicates with the customer, as assigned, to develop business relationships which allows for root cause issue resolution.
• Drives change communications between the Customer Services Group including pricing, billing and menu design specifications and Culinary departments and the customer.
• Participates in regular meetings with the Directors and Sales and Service to discuss commercial issues.
• Prepares for and delivers regular reviews/reports with the internal and external customers about the activities and results of the project team.
• Champions improvement initiatives on behalf of the customer.
• Works with gategroup colleagues to identify and implement best practices.
• Liaises with the colleagues on all significant account issues.
• Develops standard operating procedures to ensure customer deliverables standards are met.

Qualifications

Education:

• Bachelor’s Degree or relevant, equivalent work experience in Sales and Service is required.
• Master’s degree a plus.

Work Experience:

• Minimum 7 years of experience in Sales, airline and/or airline catering required.
• Previous project management experience preferred.
• Experience in a food related industry is preferred with exposure to multi-ethnic cuisines.
• Experience working with international clients is advantageous to the position.
• A background in revenue management and/or pricing is preferred but not mandatory.

Job Skills:

• Strong organization and/or project management skills
• Account management
• Strong analytical skills
• Advanced Microsoft Excel skills
• Large scale catering operations or logistics, airline catering experience preferred
• Sales and/or customer service experience
• Able to shift roles and responsibilities as business needs change.
• Able to work effectively in a team environment.
• Able to find innovative ways to solve problems

Technical Skills: (Certification, Licenses, and Registration)

• Must be able to obtain AOA access
• Must have a valid driver’s license
• Must have a valid passport

Language / Communication Skills:

• Excellent verbal and written skills, ability to present proposals and performance data, comfortable interfacing with senior executives. Fluency in a foreign language is beneficial to the position, however not mandatory.

Job Dimensions

Geographic Responsibility: North America

Type of Employment: Full-time

Exemption Classification: Exempt

Travel %: 30-50%

Work Environment / Requirements of the Job: Normal office environment

Gategroup Competencies Required to be Successful in the Job:

• Thinking – Information Search and analysis & problem resolution skills
• Engaging – Understanding others, Team Leadership and Developing People
• Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively
• Achieving – Delivering business results under pressure, Championing Performance Improvement and Customer Focus

Demonstrated Values to be Successful in the Position

Employees at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone:

• We treat each other with respect and we act with integrity
• We communicate and keep each other informed
• We put our heads together to problem solve and deliver excellence as a team
• We have passion for our work and we pay attention to the little details
• We foster an environment of accountability , take responsibility for our actions and learn from our mistakes
• We do what we say we will do, when we say we are going to do it
• We care about our coworkers, always taking an opportunity to make someone’s day better

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law.

For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser:

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