Key Account Manager

Position Summary

We are seeking a highly experienced and motivated Key Account Manager who will act as the primary relationship owner for one of the company's clients, driving commercial performance and ensuring consistent delivery of high-quality services across all operational touchpoints.

This is a strategic and operational role responsible for strengthening client relationships, improving service standards, and delivering sustainable growth within a complex, fast-paced airline catering and retail environment.

Key Accountabilities

Account & Relationship Management

• Develop and maintain strong, strategic relationships with the Client's stakeholders
• Act as the main point of contact for all commercial and operational matters
• Represent the voice of the customer internally across the organisation

Performance & Service Delivery

• Ensure service delivery aligns with agreed Service Level Agreements (SLAs)
• Monitor and drive contract performance, quality standards, and customer satisfaction
• Conduct regular customer reviews, presentations, and site visits
• Maintain visibility across all clients' operational sites and stations

Commercial & Financial Management

• Manage account performance with a focus on revenue growth and profitability (EBITDA)
• Analyse performance data and identify opportunities for improvement and growth
• Support budgeting, forecasting, and cost control initiatives

Issue Resolution & Continuous Improvement

• Identify, manage, and resolve customer concerns effectively
• Lead root cause analysis and corrective action implementation
• Drive continuous improvement initiatives and operational excellence

Cross-Functional Collaboration

• Work closely with internal teams, including Operations, Finance, Compliance, HR, and IT
• Ensure alignment between customer expectations and operational delivery
• Support change management and business initiatives impacting the account

Qualifications

Essential

• Minimum 5 years' experience in account management, commercial, or customer-facing roles
• Strong stakeholder management and relationship-building skills
• Excellent communication and influencing ability across all levels
• Highly organised with strong attention to detail
• Commercially astute with strong analytical and problem-solving skills
• Proactive, self-motivated, and solution-oriented approach
• Advanced IT proficiency (Excel, PowerPoint, Word)

Desirable

• Experience in aviation, catering, logistics, or similarly complex operational environments
• Experience managing large, strategic client accounts

Key Competencies

• Client focus & relationship management
• Commercial acumen
• Communication & influencing
• Problem-solving & decision-making
• Collaboration & teamwork
• Continuous improvement mindset.