Job Summary

The candidate holds a critical responsibility to ensure that the relationship with the assigned customers are well
managed as well as to ensure that the profitability is established. The candidate needs to manage the assigned
accounts within product range, identify decision makers at client meetings, understanding strategic business
challenges and priorities. A high level of customer service and professionalism is required.

Furthermore, it is critical that the candidate maintains good working relationships with all local process owners,
as he/she will be instrumental in assisting to drive improvements, especially when shortfalls have been recorded,
as well as prioritizing opportunities critical to the account.

 Responsibilities 

 

● Communicates directly with customers to understand their needs and manages all situations and issues directly

● Monitors and tracks all situations (relating to customers), as well as manages the proper and timely investigation
of all Customer Compliments and Complaints.

● Collaborates with local process owners to facilitate customer need fulfilment, follows up with customers’ feedback
(comments, compliments and complaints), ensures that any irregularity(s) are rectified and preventive measures
are taken to avoid reoccurrence.

              o All incidents, irregularities and measures to take are to be communicated with customers at all times

              o Pre- and Post-presentation/audit meetings with concerned local process owners are required, so as to
         ensure preparedness

              o Responsible for communicating all information received from customers with all local process owners,
         as well as the Business Support team

● Executes prompt problem solving and resolution, or if necessary appropriate escalation

● Coordinates all operations and projects relating to customers

             o Organizes all Menu Presentations

             o Conducts meal tastings on behalf of the customer and provides update reports

             o Conducts audits, such as pre-flight checks, on board audits on behalf of the customer

● Ensures that all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities are documented on invoice.

● Manages any claims, follows up on any payment due by customers

● Follows up on the account performance process (such as, penalties, bonuses, invoicing, etc)

● Coordinates and updates of data into ERP system

● Coordinates tender processes, ensuring timelines are met and all information is promulgated to the respective departments

● Reviews final tender submission

● Supports Budget Process

● Conduct regular Cost vs Actual Price reviews

            o Responsible for the accuracy of all costing and pricing

            o Responsible for customer profitability (CM1)

● Identify industry trends

            o Conducting regular market researches, etc

            o Exploring new business opportunities

● Adheres to Gate Gourmets company policy and procedures.