Senior Manager Customer Accounts

We’re looking for motivated, engaged people to help make everyone’s journeys better. The position is responsible for directing all communications and operations for all accounts as they directly pertain to meeting customer requirements and needs. This position reports to the General Manager and is the primary liaison between the airline customers and the Gate Gourmet operational unit. Annual Hiring Range / Pay $113,000.00/Per Year Benefits US Paid time off 401k, with company match Company sponsored life insurance Medical, dental, vision plans Voluntary short-term/long-term disability insurance Voluntary life, accident, and hospital plans Employee Assistance Program Employee Discounts Weekly pay for union employees Free hot healthy meals for unit operations roles Responsibilities Oversees all aspects of account management, including communication with the airline head office, local office where the operational unit is located, and primary account management within Gate Gourmet. Ensures compliance with all customer and airline service requirements by maintaining performance on customers as specified in the contract. Responsible for developing and maintaining a positive, professional working relationship with both customer and unit management and staff, establishing a clear line of communication at all levels. Monitors communications between back office functions (billing department) and the customer and is authorized to make recommendations to remedy any disputes that may arise. Provides account‑specific training to Unit management and personnel. Ensures that all kitchen personnel is trained on all type of customer aircraft, maintains current loading diagrams and configurations and any other data as it relates to the key accounts. Maintains prompt and effective communications with customers and operations staff to resolve issues and is responsible for developing and maintaining data as it relates to the account. Monitors unit performance and takes a proactive position in ensuring that quality service standards, unit hygiene, HACCP, billing accuracy, and inventories is maintained at the highest levels and is responsible for performing data trending analysis. Problem solves and makes recommendation to the outcome of the root cause at the operations level. Serves as the primary contact for all day to day operational communications with the customer as assigned with the ability to develop business relationships which allow for root cause issue resolution. Acts as the single point of contact with the airline and should be available on call to respond to customer phone calls, e-mails, and telex inquiries. Is externally/internally visible to customer by participating in flight deliveries and interfacing with cabin crew and operations unit. Must work with the assigned Chef to ensure proper menu specifications and directions are followed. Ensures all inventories for equipment and liquor meet customer requirements. Responds to airline comments or complaints in a timely manner with a 48 hour period from the time the comment/complaint was received. Responsible for arranging customer visits including meal presentations at the Operations unit. Participates in conference calls, meetings, workshops pertaining to the customer, marketing, Sales, operations which pertain to airline issues and content. Qualifications, Education & Experience Qualifications Education: Bachelor’s degree is required Work Experience: Minimum of 5 years of experience in sales, marketing, customer service, or a related field Working knowledge of billing and/or invoicing process and procedures Experience working in the airlines industry is preferred Experience working in catering or food service industry is preferred Experience working with SAP preferred Technical Skills Technical Skills: (Certification, Licenses and Registration) Strong customer service skills. Dedication to excellence and a strong work ethic. Attention to detail. Lean Manufacturing, Six Sigma problem solving and analytical skills. Proficiency with MS Excel, Word Access and Power point. Valid Driver’s License. Abilityto obtain Airport Transport Authoritybadge required. Ability to obtain Customs Seal for Airport Transport Authoritybadge required. Job Dimensions & Requirements Job Dimensions Geographic Responsibility: TBD Type of Employment: Full-time Travel %: None Exemption Classification: Exempt Internal Relationships: Management, caterers, and other company employees External Relationships: airline customers and their staff Work Environment / Requirements of the Job: Regularly stands, bends, lifts, and moves intermittently during shifts of 10+ hours as needed. In a normal production kitchen facility there may be physical discomfort due to temperature and noise. Must be able to lift, push, pull and move product, equipment, supplies, etc., in excess of twenty-five (25) pounds. Budget / Revenue Responsibility: (Local Currency) Organization Structure Direct Line Manager (Title): General Manager, Unit Dotted Line Manager (Title, if applicable): N/A Number of Direct Reports: Varies by unit size (up to 15) Number of Dotted Line Reports: N/A Estimated Total Size of Team: varies by unit size gategroup Competencies Competencies Required to be Successful in the Job: Thinking – Information Search and analysis & problem resolution skills Engaging – Understanding others, Team Leadership and Developing People Inspiring – Influencing and building relationships, Motivating and Inspiring, Communicating effectively Achieving – Delivering business results under pressure, Championing Performance Improvement and Customer Focus Demonstrated Values to be Successful in the Position Employees at gategroup are expected to live ourValues of Excellence, Passion, Responsibility and Respect. To demonstrate theseValues, we expect to observe the following from everyone: Excellence We put the customer at the forefront of everything we do, taking time to understand their needs, wishes and desires. We constantly learn by giving and receiving feedback, improving from our mistakes and bettering ourselves. Passion Hospitality, in its purest form, comes down to a single, core principle: care. We do everything with thoughtfulness, attention, and care. We have a growth mindset, a resilience that makes us determined to bounce back from failures and setbacks. Responsibility We care about what we do, and we understand the impact we have on others and the planet. We always look out for each other –creating a safe workplace environment is everyone’s responsibility. Respect Every job matters. We each do our part to ensure our colleagues and our customers succeed in their goals. We respect each other’s voices and foster a workplace that supports inclusion and belonging. We are all one gategroup. Equal Opportunity Statement gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law. For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser: Closing Date We anticipate that this job will close on: 08/28/2026 California Privacy Notice For California Residents, please click here to view our California privacy notice. About gategroup gategroup is the global leader in airline catering, retail-on-board and hospitality products and services. gategroup provides passengers with superior culinary and retail experiences, leveraging innovation and advanced technology solutions. Headquartered in Zurich, Switzerland, gategroup delivers operational excellence through the most extensive catering network in the aviation industry, serving passengers from over 200 operating units in over 60 countries/territories across all continents. We work in an exciting industry – fast-paced and ever-changing. Industry trends and customer expectations are constantly evolving and it is critical that we are agile, innovative and ready for change - and our people are our driving force. We offer attractive opportunities to be part of this fast-paced and truly international working environment. For further information, please visit #J-18808-Ljbffr gategroup