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Customer Experience Manager

2 months ago

Philadelphia, United States LSG Sky Chefs Full time
About us

LSG Sky Chefs is one of the world’s largest airline catering and hospitality providers, known for its outstanding reputation and dynamic approach in the industry. Voted “Airline Caterer of the Year in North America” for 2023 and 2024, we are committed to excellence and innovation, driven by the dedication and expertise of our talented employees. Our team members are the heart and soul of our success, consistently delivering exceptional culinary experiences and outstanding service to our clients and their passengers across North and Latin America.

Role Purpose Statement

The incumbent serves as the primary liaison between the Customer Service Center (CSC) department managers and airline partners, addressing performance issues and fulfilling customer requests. This role is pivotal in coordinating and directing menu presentations and ensuring service excellence and compliance with customer standards.

Main Accountabilities

Account Management

  • Cultivate and maintain strong relationships with assigned accounts, acting as the key intermediary between the CSC, airline partners, and the Key Account Manager.
  • Oversee accurate billing and provisioning processes to meet airline specifications.
  • Manage daily par levels and inventory controls, ensuring alignment with customer standards and timely inventory checks.
  • Ensure the timely and compliant departure of all flights, adhering to catering guidelines.
  • Collaborate with relevant departments to support airline cycle changes and operational adjustments.
  • Monitor compliance with customer specifications, including FDA and HACCP regulations, in partnership with the Quality Manager.
  • Maintain up-to-date customer specifications and manage any changes effectively.
  • Ensure departmental alignment with the airline's measurement and safety systems.
  • Coordinate and actively participate in all CSC evaluations conducted by the customer, distributing feedback and ensuring timely responses from department managers.
  • Develop, document, and maintain databases for flight attendant feedback and delay reports.
  • Support the Executive Chef during menu presentations and assist in chef tables.
  • Track and report quality scores, ensuring alignment with customer expectations.
  • Maintain optimal par levels of customer inventory and specific goods.
  • Participate in and manage special customer projects as required.

Leadership

 

  • Ensure the proper organization, staffing, and direction of the assigned area of responsibility.
  • Lead, guide, and develop subordinate employees within the framework of Human Resources policies.
  • Actively engage in coaching and supporting career development activities, including the expanded Global Performance System (GPS) process, to enhance team effectiveness and potential.
  • Champion the company's values and management principles within the department.
  • Plan, implement, and manage the cost budget for the area of responsibility, initiating corrective actions when deviations occur.
  • Participate in and support company-sponsored initiatives such as Global Quality Standard (GQS), HACCP, Lean Manufacturing, and Employee Safety programs.
  Knowledge, Skills and Experience
  • Bachelor’s degree or equivalent experience is required.
  • A minimum of three to five years of experience in a related field.
  • Strong presentation, communication, training, and interpersonal skills.
  • Proven ability to understand and meet customer expectations consistently.
  • Demonstrated knowledge of the drivers of product and labor cost variances.
  • Proficient in Microsoft Office and Windows-based computer applications.