What are the responsibilities and job description for the Customer Relations Manager - Airline Catering position at LSG Sky Chefs?
Job Title: Customer Relations Manager - Airline Catering
Job Location:
Work Location Type: On-Site
About us
LSG Sky Chefs is one of the world’s largest airline catering and hospitality providers, known for its outstanding reputation and dynamic approach in the industry. Voted “Airline Caterer of the Year in North America” for 2023 and 2024, we are committed to excellence and innovation, driven by the dedication and expertise of our talented employees. Our team members are the heart and soul of our success, consistently delivering exceptional culinary experiences and outstanding service to our clients and their passengers across North and Latin America.
Role Purpose Statement
This customer focused leader acts as a liaison with all department Managers in the Customer Service Center (CSC) and airline(s) regarding performance issues and customer’s requests. They will be responsible for coordinating and directing menu presentations as well.
Main Accountabilities
Account Management
- Develop and maintain an excellent relationship with the assigned account(s) and act as a liaison between the CSC, the airline and the Key Account Manager
- Ensure accurate billing and provisioning to the airline
- Maintain daily par levels and inventory control in accordance with customer standards
- Ensure equipment inventory is taken in a timely and accurate manner
- Ensure the on time departure of all flights using catering guidelines
- Support the respective departments regarding all airline cycle changes
- Monitor and ensure compliance with customer specifications and equipment, policies and procedures (Food & Drug Administration (FDA), Hazard Analysis and Critical Control Points (HACCP) etc.) in cooperation with the responsible Quality Manager
- Maintain customer specifications and monitor changes
- Ensure that the airlines measurement system is taken into account in each department
- Coordinate and participate in all CSC evaluations by the customer. Distribute evaluation feedback to department Managers and ensure response is provided in a timely manner
- Monitor and ensure CSC compliance with the airlines safety expectations
- Develop, document and maintain flight attendant comment and delay database
- Support the Executive chef in menu presentations as needed. Assist in Chef tables
- Track quality scores
- Ensure par levels of customer inventory and customer specific goods
- Participate in special customer projects
Leadership
- Ensure that the area of responsibility is properly organized, staffed and directed
- Guide, motivate and develop the subordinate employees within the Human Resources Policy
- Participates in coaching the expanded Global Performance System (GPS) process, as well as additional career development activities to enhance the effectiveness and potential of the team
- Make the company's values and management principles live in the department(s)
- Plan / Implement and control the cost budget in the area of responsibility; initiate and steer corrective actions in case of deviations
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Participate and support company sponsored initiatives such as Global Quality Standard (GQS), HACCP, Lean Manufacturing, Employee Safety
Knowledge, Skills and Experience
- Bachelor’s degree or equivalent experience required
- In addition, three to five years of experience in related field
- Strong presentation, communication, training and interpersonal skills
- Demonstrable record of understanding and meeting customer expectations
- Proven track record of understanding of the drivers of product and labor cost variances
- Needs good knowledge of Microsoft Office and Windows-based computer applications
LSG Sky Chefs is an EEO and Affirmative Action Employer of Women/Minorities/Veterans/Individuals with Disabilities.
