We are currently recruiting for a passionate and dedicate individual to come and join our dnata Catering & Retail UK team as an Account Manager – Scheduled Carriers (Rest of the World) to provide a first-class service to our business.
So, who are we? In a nutshell, dnata is one of the world’s largest air and travel services providers, offering ground handling, cargo, travel, and catering & retail services at over 130 airports in more than 30 countries across six continents. At dnata, we are by your side for the entire travel experience. dnata Catering and Retail is one of the world’s leading in-flight hospitality providers, delivering world-class culinary services and innovative products that enhance our passengers’ experience.
Some parts of our Catering and Retail business can be cyclical in nature, and this can be anything from bidding for new business and re-bidding for existing business, so we’d quite like you to be an enthusiastic, self-motivated, proactive and persuasive. Excellent communication skills are essential. Be curious, asks questions & challenges ‘why’ to create an atmosphere of continuous improvement communication and interpersonal skills with the ability to communicate effectively at all levels of personnel across multiple cultures. Possess excellent organisational, delegation and follow up skills.
Role Purpose
The role oversees all aspects of allocated catering contracts, ensuring ongoing management, compliance and delivery of contracted obligations and benefits. This involves liaising with clients, suppliers, and internal stakeholders to meet quality standards, service requirements, financial targets, and mitigate risks. The role plays a critical role in driving business growth, customer satisfaction, and operational efficiency. Additionally, the role assists in developing the sales strategy.
Key Accountabilities
Contract Management: Administer meticulously allocated catering contract including amendments and appendices
- Ensure comprehensive adherence to the Catering Agreement, in particular coordinating new cycles, addressing additional service requests, managing SLAs, and overseeing accurate commercials. Simultaneously, delve deeply into understanding client requirements to offer or organize operational solutions effectively.
- Manage the menu presentation process with internal stakeholders for allocated accounts to achieve customer satisfaction and meet dcUK commercial targets.
- Review and analyse contract terms, conditions, and obligations to identify potential risks, discrepancies, conflicts etc. and propose solutions.
- Assess material contract changes and obtain authorization from the Head of Sales for any potential change implementation.
- Identify, assess, and mitigate issues and risks associated with contracts, safeguarding the organization's interests.
Account Growth: Identify, create and deliver new opportunities within the allocated account
- Remain informed about industry trends, competitor activities, and market dynamics to identify opportunities for accounts
- Collaborate with the Head of Sales on (re)tender responses for existing accounts, ensuring alignment with strategic objectives set by Director.
- Furnish the Head of Sales with client requirements to facilitate the development or modification of products and services.
- Oversee the implementation of ad hoc (charter) flights/briefs, collaborating closely with relevant Customer Service and Account Support for seamless execution.
- Record and document market data pertaining to both customers and competitors in Salesforce to inform strategic decisions.
Account Plans: Support creation by providing sales revenue data and operational insights
- Collaborating with the Head of Sales, contribute to the development and execution of the annual, 3- and 5-year account plans.
- Support plans by tracking, reporting and forecasting sales revenue
- Provide deep account insights and recommendations to improve sales efficiency and enhance margins
Stakeholder Relationship: Build and maintain strong relationships to operational, external and internal customers and stakeholders
- Strive to become a trusted advisor to maximize the business potential of the account and enhance relationships to ensure account success.
- Collaborate timely with internal stakeholders, including Customer Service, Unit Managers, Legal, Sales, Procurement, and Finance, to manage contracts effectively and delivery optimal customer satisfaction. Additionally, guide Account Support on any contract changes, updates, or concerns.
- Build and maintain strong external relationships with clients, vendors, suppliers, and partners, acting as the primary point of contact for contract-related inquiries, negotiations, and disputes.
- Organize and participate in regular customer visits and presentations.
- Document regular Customer Monthly, Quarterly & Annually Business Reviews.
Contract Performance: Report and evaluate contract key performance indicators
- Report and evaluate contract performance, tracking key performance indicators (KPIs), deliverables, milestones, and obligations to ensure timely delivery and compliance with contractual terms.
- Report sales KPIs to verify that contracted benefits, such as accurate invoicing/ payments, are consistently delivered.
- Promptly escalate any issues and risks to the Partnership Director, collaborating with Account Support if necessary, and recommend appropriate resolutions.
This list is not exhaustive, accountabilities may vary dependent on location or market complexity and may include any other duties considered reasonable by the line manager.
Skills & Experience
- Intermediate to Advanced skills in Word, Excel, PowerPoint, Visio, Salesforce, etc.
- Excellent communication skills, both verbal and written, to effectively convey ideas, negotiate terms, and resolve conflicts with clients, stakeholders, and internal teams. Strong ability to build and maintain relationships with clients fostering trust and collaboration.
- Advance level in a dominant language of the allocated geographical area combined with a deep cultural understanding.
- Experience in working in a similar industry e.g. aviation, airline, catering, operational
- Flexibility to adapt to changing client needs, market conditions, and internal priorities, to adjust approaches to achieve business objectives.
- Understanding of profit and loss analysis to optimize profitability and meet financial targets.
- Ability to handle pressure, setbacks, and challenging client situations with resilience, maintaining professionalism, and focusing on finding solutions to overcome obstacles.
- Adaptability: flexible and open-minded in responding to ever-changing client needs and circumstances.
- Minimum of 3 years’ experience of working within a sales / account management / commercial function/team
- Strong negotiation skills to lead discussions, influence decision-making, and secure favourable outcomes in contract agreements and managing expectations.
- Proficiency in identifying challenges, analysing complex situations, and developing creative solutions to address client issues.
- Strategic Thinking: Ability to execute strategic account plans, aligning business objectives with client goals, and identifying growth opportunities to drive revenue and profitability.
- Strong leadership skills to lead cross-functional teams, delegate tasks effectively, and motivate team members to achieve shared goals.
- Assertiveness: confidence in asserting one's needs, opinions, and boundaries while maintaining professionalism and respect.
- Problem-solving orientation: proactive approach to identifying and resolving issues, finding creative solutions to complex problems.
- Emotional intelligence: capacity to understand and manage one's emotions, as well as navigate interpersonal dynamics with empathy and diplomacy to resolve potential conflicts effectively.
Finally – just a bit of the small print, your base location will be London, LHR and whilst this is predominately site based, we might need you to travel on occasion if your colleagues need a helping hand. This is a very autonomous and flexible role so the individual will have sole responsibility and accountability for how they manage their time. As long as we continue to provide a first-class service to the business – that is all that matters – how you deliver that is down to you.
We’re not saying it’s not going to be a challenge, but if you think you can tick all the boxes and you’re up for it, then why not apply today.
Please note that dnata are an inclusive employer and are very open to discuss any reasonable adjustments that may be required as part of the selection process for this role.