Account Manager - Customer & Sales Management

We are currently recruiting for a passionate and dedicated individual to come and join our dnata Catering & Retail UK team as an Account Manager – Scheduled Carriers to provide a first-class service to our business. 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. 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. Additionally, the role assists in developing the sales strategy.

• Contract Management: Ensure comprehensive adherence to the Catering Agreement, in particular coordinating new cycles, addressing additional service requests, managing SLAs, and overseeing accurate commercials. 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. 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 organisation'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. 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 deliver 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.
• 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 Head Of Sales, collaborating with Account Support if necessary, and recommend appropriate resolutions.

Intermediate to Advanced skills in Word, Excel, PowerPoint, Visio, Salesforce, etc. Strong ability to build and maintain relationships with clients fostering trust and collaboration. Advance level in a dominant language (one of these Mandarin, Cantonese, Japanese) of the allocated geographical area combined with a deep cultural understanding. Understanding of profit and loss analysis to optimize profitability and meet financial targets. 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. 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.