Job Description
* Build robust and sustainable individual relationships with all levels of contact within the Customer organisation, with positive and pro-active Customer Engagement, acting as an ambassador for the company 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 use data in all aspects of the business and to drive objective decision making
* Oversee and ensure customer audits (direct or third party) are managed with all internal teams including the customers performance team.
* 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 Customer and Product director, especially around OTP and safety issues.
Qualifications
* Strong airline industry experience or demonstrable relevant industry experience (catering, logistics, retail, hospitality, operational)
* Demonstrable account management / customer services experience
* Strong interpersonal skills to build good customer and group company relationships
* Good presentation and team leadership skills
* Passion for providing excellent customer service
* Basic Food Safety and Hygiene understanding
* Ability to think strategically and commercially
* Strong analytical and numeracy skills
* Process driven and comfortable with complex data requirements
* Developing skills in forward planning with experience of Project Management related work
* Proficient IT skills, including Microsoft Excel, Word, and PowerPoint – with an ability and/or willingness to learn other systems as required. Experience in Paxia system highly desirable.
* Effective communicator with excellent written and verbal communication skills in English.
Additional Information
We believe that our employees are the driving force behind our success and strive to create a positive and supportive work environment. As a member of our team, you will have access to a range of benefits, including:
* Competitive salary based on experience
* Training and qualifications needed to perform your duty including Food Safety Qualifications
* Access to CIPD to expand your skills and knowledge
* Free on-site staff meals
* On-Site role
* Pension scheme
* Salary reviews in line with personal performance
* Opportunity to travel and work at DO & CO events nationally and internationally.
* Enjoy perks by referring your friends through our Refer a Friend Scheme
* A business where you can have a real impact, we’re not afraid of new ideas!
* The opportunity to work with and represent one of the most innovative players in the luxury global gourmet entertainment market
DO&CO is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
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