Key Account Director, Sales & Guest Experience

Full time at Catrion in Saudi Arabia

Posted on February 4, 2025

Job details

Job Purpose Statement: Responsible for managing and growing relationships with key airline clients. This role focuses on driving revenue, enhancing guest satisfaction, and ensuring the seamless delivery of high-quality in-flight catering services. The Director will develop strategic account plans, lead contract negotiations, and collaborate with internal teams to deliver innovative and tailored solutions that meet airline and passenger expectations. This position requires a deep understanding of the aviation and catering industries, strong leadership skills, and a commitment to operational excellence. Roles & Responsibilities:

Client Relationship Management
- Build and maintain strong, long-lasting relationships with airlines and key decision-makers.
- Serve as the primary point of contact for major airline accounts, ensuring timely and effective communication.
- Regularly engage with clients to understand their catering preferences, service expectations, and evolving needs.
Strategic Account Planning and Growth
- Develop and implement strategic account plans to meet revenue and client satisfaction objectives.
- Identify and pursue opportunities for business expansion through upselling, cross-selling, and new product/service introductions.
- Proactively tailor solutions and services to align with airline client objectives and emerging industry trends.
Sales and Revenue Management
- Achieve or exceed sales targets for major accounts by implementing innovative sales strategies.
- Collaborate with internal teams to develop customized proposals, pricing models, and agreements for airline partners.
- Monitor revenue performance and analyze sales trends to identify areas for improvement or additional growth opportunities.
Guest Experience Enhancement
- Lead efforts to enhance the passenger in-flight catering experience by ensuring high-quality, innovative, and culturally relevant menus.
- Work with clients to introduce premium, special dietary, and region-specific options that align with their brand identity.
- Conduct regular reviews and audits to ensure guest satisfaction metrics meet or exceed airline and company standards.
Collaboration and Coordination
- Coordinate with internal teams, including operations, culinary, logistics, and customer service, to ensure smooth delivery of catering services.
- Work closely with marketing and product development teams to introduce innovative solutions for in-flight catering.
- Act as a bridge between client feedback and internal teams to ensure continuous improvement and service excellence.
Performance Monitoring and Reporting
- Track and report key account metrics, including revenue, client satisfaction, and operational efficiency.
- Provide regular updates and forecasts to senior leadership on account performance and growth strategies.
- Use data-driven insights to inform decision-making and recommend service improvements to clients.
Industry and Market Insights
- Stay updated on in-flight catering trends, passenger preferences, and competitor offerings.
- Provide thought leadership to clients by offering insights on how to elevate their in-flight dining experience.
- Adapt account strategies based on changing industry dynamics and market conditions.
Contract and Negotiation Management
- Negotiate contracts with airline partners to ensure mutually beneficial terms while maximizing revenue.
- Oversee contract renewals and amendments to maintain positive client relationships.
- Ensure pricing strategies align with market trends and corporate financial goals.
Compliance and Quality Assurance
- Ensure compliance with all regulatory requirements related to in-flight catering, including food safety and aviation standards.
- Collaborate with quality assurance teams to maintain high standards of hygiene and service delivery.
- Address any client concerns regarding compliance or quality promptly and professionally.
Training and Development
- Provide training and guidance to airline partners on the company's catering services and operational capabilities.
- Mentor and develop account managers and sales teams to strengthen the company's client-facing capabilities.

Qualifications:

Bachelor's degree in business administration, Hospitality Management, Marketing, or a related field.
Minimum of 10 years of experience in sales, account management, or business development, preferably in in-flight catering, aviation, or hospitality.
Strong negotiation and contract management skills.
Excellent communication, relationship-building, and leadership abilities.
Analytical skills with the ability to interpret data and provide actionable insights.
Knowledge of aviation industry standards, trends, and compliance requirements.
Ability to work under pressure and manage multiple priorities effectively.
Willingness to travel domestically and internationally to meet with clients and stakeholders.
Proficiency in CRM software and sales tools.
Fluency in English is required; additional languages are a plus.

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Home Saudi Arabia Key Account Director, Sales & Guest Experience

Key Account Director, Sales & Guest Experience

Job details

Apply safely

Hiring company

Catrion

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