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Senior Commercial Services Manager
2 months ago
We are seeking a highly motivated and experienced Senior Commercial Services Manager to join our team at gategroup. As a key member of our Commercial Services organization, you will play a critical role in driving business growth and excellence.
Main Responsibilities- Commercial Strategy Development: Collaborate with internal functional teams to enhance customer experience and drive business growth.
- Tactical and Strategic Initiatives: Assist the Commercial Services Director in developing and implementing tactical and strategic initiatives to support customer and business unit goals.
- Customer Relationship Management: Establish and maintain effective communications with all levels of Airline/non-Airline teams and internal functions to drive customer satisfaction.
- Contract Compliance: Ensure contract compliance with customer and airline service requirements.
- Team Management: Lead a team of analysts/representatives responsible for change management, financial analysis, pricing strategy, billing validation, performance analysis, and account management.
- Internal Department Coordination: Manage internal departments, including pricing, billing, procurement, industrial engineers, and data group, to ensure data integrity and timely communication.
- Bid Activities and Financial Analysis: Coordinate bid activities, minimum wage increases, and other finance-related commercial activities to ensure timely completion of tenders and evaluate inquiries.
- New Business Launch and Support: Coordinate and support the successful launch of new business and services, providing guidance and support to new locations during their start-ups.
- Financial Analysis and Negotiations: Support ad-hoc financial analysis to recover additional costs and conduct negotiations with customers to ensure proper revenue capture as specified in the contract.
- Customer Evaluation and Performance Management: Manage a system for customer evaluation, performance, and communication.
- Quality Service Standards: Monitor performance and take a proactive approach to ensuring quality service standards are maintained at the highest level.
- Flight Data Analysis: Develop and maintain tools to analyze flight data and provide catering locations with flight statistics to drive proactive and efficient plans and actions.
- Change Management: Manage the customer change management process for all day-to-day operational communications, working with designated kitchen Account Managers and internal functions.
- Communication and Collaboration: Drive change communications between the Customer Services Group, including pricing, billing, and menu design specifications, and the Culinary departments and customers.
- Regular Meetings and Reporting: Participate in regular meetings with Directors and Sales and Service to discuss commercial issues and prepare and deliver regular reviews/reports with internal and external customers.
- Improvement Initiatives: Champion improvement initiatives on behalf of the customer and work with gategroup colleagues to identify and implement best practices.
- Account Issue Resolution: Liaise with colleagues on all significant account issues and develop standard operating procedures to ensure customer deliverables standards are met.
- Education: Bachelor's Degree or relevant, equivalent work experience in Sales and Service is required. A Master's degree is a plus.
- Work Experience: Minimum 7 years of experience in Sales, airline, and/or airline catering is required. Previous project management experience is preferred, as is experience in a food-related industry with exposure to multi-ethnic cuisines.
- Technical Skills: Must be able to obtain AOA access, have a valid driver's license, and a valid passport.
- Job Skills: Strong organization and/or project management skills, account management, strong analytical skills, advanced Microsoft Excel skills, and large-scale catering operations or logistics experience are preferred.
- Language/Communication Skills: Excellent verbal and written skills, ability to present proposals and performance data, comfortable interfacing with senior executives, and fluency in a foreign language is beneficial but not mandatory.
