Customer Operational Account Manager
Job Type : Permanent, Full Time
Salary :
Job Summary:
Reporting to the Global Account Director, the Customer Operational Account Manager will be responsible for account management and commercial performance of the customer. In this role, you will interact with the respective customer(s) as per the agreed governance, reporting on Service KPIs, Menu Development, Pricing and Operational requirements while supporting in the adherence and fulfilment of service KPIs, menu specifications, costings and revenue projections. The job holder must maintain strong relationships with the customer(s) taking ownership of day-to-day communication across all interfacing departments, both with the customer and internally.
Main Duties and Responsibilities:
Account Management
Build robust and sustainable individual relationships with all levels of contact within the Customer organization, with positive and pro-active Customer Engagement, acting as an ambassador for gategroup and covering all aspects of our group trading.
Understand the company’s contractual deliverables ensuring customer expectations are met or exceeded through the delivery of a high level of customer service and compliance.
Support in effectively implementing and communicating account plans and activities.
Attend all (relevant) internal and external meetings with the client while acting as an interface between all internal functions – operations, health and safety, menu development and senior management to drive continuous improvement and innovation.
Effectively uses data in all aspects of the business and to drive objective decision making.
Operations
Oversee and ensure customer audits (direct or third party) are managed with all internal teams.
Ensure inventory for nominated lines is captured and discussed on a bi-weekly basis with the client, agreeing burn-off or write-off as appropriate.
Ensure the timely distribution of customer instructions and other relevant information as required within the company monitoring internal teams acknowledge and implement the same.
Ensure the timely investigation and response to all customer complaints, delays, and other incidents with service impact
Assist the Senior Account Manager to ensure trials are coordinated with clear objective, success criteria and measurements. Capturing action points and coordinating corrective action plans and/ or commercial impact for presentation back to the client.
Oversee and ensure the accurate performance data capture against contractual KPIs, flagging trends to Process Owners and General Manager, especially around OTP and safety issues.
In the event a product is not available, complete the necessary substitutions process and notify the client.
Menu Development
Alongside the Snr Account Manager, act as the customer’s internal ambassador to ensure brief is clearly communicated to Culinary, Procurement, OP&C and other parties with volumes and Design to Cost [DTC] targets.
Work with Menu development and OP&C to support in ensuring the accurate build of the Menu Grid, validating and signing off the Menu Grid, ensuring ongoing changes are updated and captured, through management of the KES for all refreshes, changes, etc.
Project managing and leading menu presentations driving internal teams across all departments, ensuring that new proposed menus always meet budget and adhere to the customer’s requirements whilst optimizing profitability, capturing minutes and actions
Presenting and agreeing all pricing submissions to the customer post internal validation with OP&C, Finance and Global Account Director, highlighting variance to budget/ DTC/ DTV.
Coordinating with Menu Development that specifications are provided in a timely and accurate fashion uploaded into the system.
Working with Menu Development to create the Menu & Procurement Calendar ensuring monthly objectives are met.
Performance KPIs
Monitoring daily, weekly and monthly performance of all KPIs, identifying and resolving areas of under-performance directly and/or with support from other Gate Gourmet departments
Ensuring that customer reporting is delivered to the customer and internally in an accurate and timely fashion
Review weekly FQRs and feed back to relevant departments for corrective action measures.
Track Voice of the Customer feedback and relay to relevant departments for corrective action measures.
Monitor OTP and Safety KPIs – flagging any trends and liaising with relevant departments for corrective action measures.
Finance
Ensure that all revenue is captured and that all invoices are issued in an accurate and timely way to ensure that cash flow is always optimized.
When areas of deviation against the internal budget are identified, investigate, and find improvements.
Work with the Snr Account Manager to monitor adherence to client’s budget – preparing options for bringing service plans to meet budget for their approval or disapproval. If not approved, track options presented and value that would have been saved.
Ensure timely upload of agreed pricing to client’s invoicing system.
Qualifications:
Education:
Educated to a degree level
Work Experience:
Strong industry experience OR demonstrable relevant industry experience (catering, retail, hospitality)
Demonstratable sales and marketing experience (Business development)
Demonstrable account management / customer services experience
Other Skills: (Certification, Licenses and Registration)
Strong interpersonal skills to build good customer and group company relationships
Able to get things done at ground and senior levels – delivering business results under pressure
Good presentation and team leadership skills
Strong contract and account management
Basic Food Hygiene
Ability to think strategically and commercially
Strong negotiating skills
Strong analytical and numeracy skills
Developing skills in forward planning with experience of Project Management related work
Proficient IT skills, including Microsoft Excel, Word, and PowerPoint – with an ability to work on other systems as required
Effective communicator with excellent written and verbal communication skills in English
More Information
- Address West Drayton, UB7 9FN
