Job Purpose:
Manage and grow the inflight retail business for key airline clients
Maintain strong client relationships, ensuring client satisfaction, and identifying new business opportunities to drive account growth and profitability
Serve as the main point of contact for the customer, ensuring their needs and expectations are consistently met
Responsibilities:
Act as the general commercial contact for the airline and relevant external partners. (incl. caterer, brand partner)
Responsible for airline/customer relationship management
Drive overall performance of the inflight retail business, including financial, operational, and customer satisfaction
Ensuring optimal operational implementation within the scope of fulfilling the contractual requirements including contract management, fulfilment of contract KPIs, penalties, inclusions/exclusions of contract
Responsible for the full profit and loss statement of the inflight retail account
Analyse and monitor the profit and loss statement regularly to identify and follow up on areas of improvement
Approve budgets for inflight retail operations and approve major operational changes and expenses
Develop and monitor account plans incl. strategic initiatives; conduct account reviews sessions and analyse and manage corrective measures
Participate (initiate and approve) the development of loading concepts, in case possible, (frequency, route specific loading) and support their introduction in order to steer commercial success
Ensure top performance in operations, retail management, supply chain and IT implementation with quality (KPI) monitoring and define or initiate corresponding measures. Coordinate or perform analyses to identify problem areas and increase performance. Coordinate or participate in the implementation of changes
Manage the expansion of sales channels such as pre-order and home delivery as well as any other IT innovations such as digital menus, crew apps
Manage customer feedback and coordinate actionable feedback to drive customer satisfaction
Manage crew feedback to improve operations and enhance overall service quality
Manage customer service requests
Setup discrepancy and fraud monitoring and initiate appropriate measures together with Finance, IT and operations
Conduct regular reporting to the Regional Manager and the RiM Board
Ensure reporting for the customer as part of the agreement; Verify all monthly reporting and KPIs before they are distributed
Lead and mentor a team of account management professionals, including SCM, Account Operations, and Retail management
Participation in, or management of projects within the scope of the assigned area of responsibility
Setup and ensure process documentation as well as effective communication structure for all internal and external stakeholders
Knowledge and Experience:
Bachelor’s degree in Business, Marketing, Management, or a related field (Master’s or MBA is a plus)
Minimum of 5-7 years of experience in account management, business development, or a related role, preferably in the retail or airline industry
Proven track record of managing key accounts and driving business growth
Experience with financial management and P&L responsibility
Familiarity with the inflight retail landscape and industry regulations
Experience in managing cross-functional teams and collaborating with multiple departments
Competencies & Skills:
Strong client relationship management skills
Excellent strategic planning and business development abilities
Proficiency in financial management and P&L oversight
Strong collaboration and communication skills
Proactive approach to problem-solving and innovation
Ability to analyze market trends and data
Strong leadership and team management abilities
Ethical and demonstrates integrity in all business dealings