LSG Sky Chefs
Director Sales & Services
LSG Sky Chefs, Albuquerque, New Mexico, United States, 87101
LSG Sky Chefs, a part of LSG Group is the world’s leading provider of end-to-end on-board products and services.About the Job:The job incumbent has the global responsibility for a full range of products and services related commercial activities for the assigned customers in his/her client portfolio. He/she is the key interface between his/her customers and LSG group for global customer service matters and supports the Global Key Account Manager in various tasks.Main ResponsibilitiesBusiness Strategy, Policies and Tools
Actively support the development of and deliver the sales strategy for assigned (key) account customers.Establish communication and other guidelines for LSG SC CSCs worldwide for the customers in his/her portfolio.Ensure customer information is up to date and available to the entire LSG SC network.Sales & Services
Be in charge / responsible for a full range of customer service related commercial activities for the assigned client portfolio. This includes; contract implementation, customer data management and reporting, price actions, margin improvement activities, customer performance & satisfaction monitoring, customer documentation, etc.Ensure customer and LSG SC requirements are met according to contractual obligations (incl. e.g. customer specifications and other standards resulting from the SLA, price updates and other commercial contractual elements) and validate impact calculations for regulatory and market wage requests.Ensure globally consistent service delivery for customers in portfolio across LSG SC network as contractually agreed.Develop and prepare customer related (commercial) data and reports for usage by the KAM and provide material for/prepare customer presentations and meetings (hold presentations and meetings if required).Ensure customer data is reflected correctly in salesforce and all other relevant LSG information management systems.Support KAM during the customer performance evaluation process and in the development of performance improvement plans in charge of customer care reports.Actively participates in tender processes by supporting the development of tender documents, customer communications and strategies, including supporting contract negotiations.Complaint management: ongoing monitoring of quality and customer satisfaction, manage and/or develop action plans, escalate quality issues to the Global KAM.Ensure important tender menu presentations or other special presentations (incl. customer visits) for the customers in his/her portfolio worldwide are in line with the global strategic approach.Explore new business opportunities regarding the entire LSG Sky Chefs product and service portfolio in conjunction with Corporate Sales. Evaluate and improve existing sales and account management strategies in order to reach/maintain profitable market share and achieve revenue and profit objectives.Leadership
Ensure that the area of responsibility is properly organized, staffed and directed.Ensure co-operation and alignment with regional LSG SC organizations.Plan, implement and control the cost and investment budget in the area of responsibility, initiate and steer corrective actions in case of deviations.Knowledge, Skills and Experience
Bachelor’s degree in business administration or related field.In addition, minimum 5 years sales experience preferred.Experience in customer service management of global scope.Experience in management/operation experience in in-flight catering preferred.Results driven – successful record of performance; proven problem-solver.Proven commercial aptitude with respect to profitability analysis, pricing strategy, price/service negotiations.Proven ability of project management.Strong interpersonal communication and negotiation skills, proven sales experience and “change agent” success, ability to build business relationships and interact with customers.Analytical and conceptual abilities.Presentation skills (incl. professional command of Excel, Word, Power Point).Proven leadership skills, can effectively direct efforts of those not in direct reporting chain.Team based management skills, works effectively and collaboratively in a cross functional environment.Excellent computer skills, including knowledge of Microsoft Office application.See complexity matrix for experience level.
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Actively support the development of and deliver the sales strategy for assigned (key) account customers.Establish communication and other guidelines for LSG SC CSCs worldwide for the customers in his/her portfolio.Ensure customer information is up to date and available to the entire LSG SC network.Sales & Services
Be in charge / responsible for a full range of customer service related commercial activities for the assigned client portfolio. This includes; contract implementation, customer data management and reporting, price actions, margin improvement activities, customer performance & satisfaction monitoring, customer documentation, etc.Ensure customer and LSG SC requirements are met according to contractual obligations (incl. e.g. customer specifications and other standards resulting from the SLA, price updates and other commercial contractual elements) and validate impact calculations for regulatory and market wage requests.Ensure globally consistent service delivery for customers in portfolio across LSG SC network as contractually agreed.Develop and prepare customer related (commercial) data and reports for usage by the KAM and provide material for/prepare customer presentations and meetings (hold presentations and meetings if required).Ensure customer data is reflected correctly in salesforce and all other relevant LSG information management systems.Support KAM during the customer performance evaluation process and in the development of performance improvement plans in charge of customer care reports.Actively participates in tender processes by supporting the development of tender documents, customer communications and strategies, including supporting contract negotiations.Complaint management: ongoing monitoring of quality and customer satisfaction, manage and/or develop action plans, escalate quality issues to the Global KAM.Ensure important tender menu presentations or other special presentations (incl. customer visits) for the customers in his/her portfolio worldwide are in line with the global strategic approach.Explore new business opportunities regarding the entire LSG Sky Chefs product and service portfolio in conjunction with Corporate Sales. Evaluate and improve existing sales and account management strategies in order to reach/maintain profitable market share and achieve revenue and profit objectives.Leadership
Ensure that the area of responsibility is properly organized, staffed and directed.Ensure co-operation and alignment with regional LSG SC organizations.Plan, implement and control the cost and investment budget in the area of responsibility, initiate and steer corrective actions in case of deviations.Knowledge, Skills and Experience
Bachelor’s degree in business administration or related field.In addition, minimum 5 years sales experience preferred.Experience in customer service management of global scope.Experience in management/operation experience in in-flight catering preferred.Results driven – successful record of performance; proven problem-solver.Proven commercial aptitude with respect to profitability analysis, pricing strategy, price/service negotiations.Proven ability of project management.Strong interpersonal communication and negotiation skills, proven sales experience and “change agent” success, ability to build business relationships and interact with customers.Analytical and conceptual abilities.Presentation skills (incl. professional command of Excel, Word, Power Point).Proven leadership skills, can effectively direct efforts of those not in direct reporting chain.Team based management skills, works effectively and collaboratively in a cross functional environment.Excellent computer skills, including knowledge of Microsoft Office application.See complexity matrix for experience level.
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