Operational Account Manager

Job Summary:

 The Operational Account Manager will be responsible for the effective delivery of all retail services provided by GATEGROUP to their airline client.  The primary focus is on 4 aspects: i) managing the sales on board so that the profit per head increases in line with or exceeding the budget, ii) proactively managing the range to increase sales per head in line with or exceeding the budget, iii) managing the service delivery to maximise spend and operational efficiency iiii) Be a part of the operational excellence and control the operational performance for the customer.

 The Operational Account Manager will have a solid reporting line into the Regional Budget holder to ensure that the service delivery is fully embedded in the region and is aligned with the regional strategy, and will have a dotted reporting line into Head of Operations Northern Europe

Communication with the client is of central importance to the success of the relationship.  The Operational Account Manager ensures that they are well and fully networked through the Airline Account Management team and that the monthly and quarterly reporting packs are collated, scrutinised and distributed in a timely way with all actions and discrepancies communicated and escalated in a timely fashion.

The Operational Account Manager will work with The Retail Manager as well as the local Account Manager at Gate Gourmet to ensure that they are fully engaged in the service and can assist in developing the PPH & SPH.                                                                                             

Main Duties and Responsibilities:


• Build and develop strong relationships with airline customers.
• Communicate contractual performance against budget and forecast with the airlines Retail team.
• Accountable for the maximization of retail profit at the lowest operational cost, maintaining optimum product availability without unnecessarily increasing stock holding value.
• Accountable for the production of all marketing materials for the customer airline’s retail offer, within budget.
• Working with the team of Range and Category Managers to develop innovative products and services to drive performance to achieve all agreed targets, especially SPH and PPH per head.
• Ensure that the service being provided by the Last Mile Providers (LMPs) conforms to GATEGROUP Standard Operating Procedures and best practice.Establish and implement strategic planning initiatives, marketing efforts, and sales process improvements in order to meet sales objectives and support overall strategic direction
• Support retail to ensure compliance with tender management processes and reporting requirements
• Monitor adherence to standards for commercial contracts, pricing, marketing collateral, and product presentations
• Monitor overall sales performance, take measures to achieve goals
• Be a part of educating crew – educate them in both the OBT as well as sales training. Manage and maintain OBT manuals, sales manuals, and cabin crew procedure manuals.
• Support sales and service process and reporting requirements, responsible for review and approval of P&L
• Supporting the EPOS operations team in start-up of assortment. Checking the assortment in the EPOS, make tests before a new assortment launch and educate crew in the OBT system.
• Cabin crew reports. Read and act on the cabin reports. Send back feed-back of actions to customer.

Qualifications

Education: Degree level in business or related discipline

Work Experience Account Manager:  At least 2 years’ experience in Key Account Management and/ or Operational knowledge of the airline retail business. Air hostess experience is an advantage but not essential.

Technical Skills: (Certification, Licenses and Registration)

Language / Communication Skills:


• Complete fluency in written and spoken English is essential.
• German language is an advantage but not essential.