Job Description
AVPlacments is looking for a Strategic Account Development Manager to support our client in growing their business while strengthening ties with existing clients here in Manchester and across the UK.
The role:
This UK-wide role is to act as an ambassador for the client's Catering organisation, drive the growth to the company and reputational enhancement in relation to dnata products and services within a portfolio of key airline customers. Proactively manage the account for their main client, as the key point of contact to coordinate interactions between customers and internal organisation through a matrix approach to ensure optimal performance and the highest levels of customer satisfaction.
You will take accountability for the day-to-day management of the account, liaising with the key departmental heads and stakeholders to ensure the managed services are delivered in line with the agreed service level agreements.
Develop the strategic account plan to grow and retain business and identify opportunities with a clear dnata value proposition to drive benefits for both organisations.
Employing customer relationship management skills to establish a senior level relationship and ensure that an effective customer relationship management strategy is developed and implemented, understanding the customer decision making process and the creation of a coach network.
Who you’ll deal with:
Internal: Senior management team, operational service delivery team, unit function managers, compliance team, financial team, IT team, supply chain team, human resources, customer services, sales & commercial team
External: Airline Customers
What you’ll be doing:
- Develop a strategic plan to retain and grow dnata’s business within the customer portfolio, aligned with customer objectives to develop the strategic platform for the effective management and governance of the partnership
- To work closely with the platform team leaders to drive optimal performance of the contracted services, operational efficiency and contractual compliance
- Champion the voice of the customer across the business at station level ensuring our business focus of quality service is centre stage whilst balancing the commercial requirements of dnata
- Be the Customer Voice at an operational level to ensure agreed processes and changes are properly planned, implemented in accordance with the service agreement. Represent dnata at customer airline meetings demonstrating dnata’s values of people, professionalism and partnership in practice
- Pro-actively drive revenue and maximise the financial benefits, identify opportunities to develop new business creation in additional services and future business at other stations
- Development and leverage constructive relationships within the customer organisation to enable access to key decision makers and establish a coach network at a working level
- Conduct research meetings with customers and leverage the coach network to understand the customers organisational requirements and business objectives. Define strategies on how to approach customers with new ideas
- Support the development of the value proposition and deliver professionals proposals demonstrating business fit to key decision makers to negotiate and close the deal
- To drive quality, setting in place systems for monitoring the quality of services, the levels of satisfaction being experienced by our customers, and to ensure service levels are consistently met.
- Identify customer concerns with our service and ensure that these are effectively addressed.
- Regularly visit, build and maintain relationships with local station management serving the customer portfolio, maintaining visibility and delivering against a full site by site action plan
- Coordinate and prepare customer service performance reviews, presentations and visits, ownership of the quarterly business and annual strategic reviews, facilitate senior level engagement and relationship development between the organisations to drive growth and continuous improvement
- Responsible for revenue protection and generation on the account. Analyse the market, customer profiles and develop specific approaches to secure retain and grow our business.
- Collaborate cross-functionally within internal departments to ensure that service levels are maintained and improved. Share information and ensure effective communication with all interested parties related to customer development and effective delivery.
This list is not exhaustive, accountabilities may vary dependant on locality or role complexity and may include any other duties considered reasonable by the line manager.
What you’ll have:
- Minimum of 5 years’ experience of working within a sales / account management / commercial function/team.
- A proven track record of selling and influencing through Account development within B2B environment
- Degree-level education or equivalent
- A positive can-do attitude with excellent negotiation and stakeholder management experience, with as proven ability to influence both internally and externally at senior levels
- Highly customer focused and driven to succeed in a complex service environment;
- Strong leadership skills, able to manage and maintain accountability across nominated national accounts;
- Intermediate to Advanced skills in Word, Excel, Powerpoint, Visio etc.
- Excellent stakeholder and relationship management skills essential
- Enthusiastic, self-motivated, proactive and persuasive
- Excellent communication and customer service skills essential
- Ability to work under pressure, to tight deadlines and multi-task in a challenging environmentAsks 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
- Excellent organisational, delegation and follow up, skills to work and influence across the organisation
- Ability to travel between stations and Airline Head Offices, with overnight stays when required
What you'll show:
- Commercial awareness
- High level of analytical and numerical skills
- Attention to detail and accuracy
- Ability to communicate clearly
- IT Skills, particularly MS Excel, Word, Powerpoint
- Excellent interpersonal skills
- High level of verbal and written skills
- Lead and innovate
Desirable:
- Understanding of UK Aviation & Catering market
- Airline operational knowledge and intelligence.
Management Competencies:
- Results Orientation - Focus on delivering and striving to exceed expectations in all areas of the business. Delivering fast, efficient cost-effective outcomes in all objectives and tasks.
- People Management - Manages a positive high morale team, delegates effectively recognises the need to develop team members and does so.
- Customer Focus - Meets and exceeds customer expectations both internally and externally.
- Communication - expresses ideas and information by effective communication using appropriate written or verbal communication methods
- Team Working - Works effectively and cooperatively with others in the organisation to accomplish organisational goals and to identify and resolve problems
- Innovation Initiative - looks for new ways of working, explores best practice and delivers original thinking in their approach to problems Engaging - understanding others, team leadership, developing people
- Planning and Organising - Plans own time and others to maintain a high standard of service whilst maximising productivity. Is able to adapt plan due to changing circumstances and respond effectively Achieving - delivering business results under pressure, championing performance improvement, customer focus
If this sounds like a role for you, we would love to hear from you, please send in your cv via the application process or call us for more info on 02080 898350. AVPlacements.com
Job Types: Full-time, Permanent
Salary: £60,000.00-£70,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site gym
- On-site parking
- Wellness programme
Schedule:
- Day shift
- Monday to Friday
- No weekends
- Overtime
Supplemental pay types:
Experience:
- Improving Ebitda: 2 years (required)
- Strategic Account Development: 1 year (required)
- Management: 1 year (preferred)
- Aviation: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person