Manager Customer Service-Delta Air Lines

Description LSG Sky Chefs is the world's largest provider of airline catering and in-flight solutions. LSG Sky Chefs caters 270 airlines from almost 190 customer service centers in 48 countries. Our mission is simple: To be the preferred Global Provider of Quality Catering and Integrated In-flight Solutions. We are seeking those who have the desire and commitment to help us achieve that mission.
Business Strategy, Policies and Tools
Ø        Contribute to strategic planning and the annual Delta global business plan
Ø        Ensure alignment and coordination with operations department and key financial personnel to achieve all objectives and strategies
Ø        Support Director Sales and Services in driving continued overall profitability of the global Delta Airline account
Ø        Identify, develop and support “change agent” activities, redefining the business relationship between customers and LSG Sky Chefs to achieve customer specific strategies and Company global strategy
Ø        Develop and maintain account plans for customers, as well as assigned market plans for key markets jointly developed with operations
Customer Services
Ø        Maintain strong and open communication with Delta Airlines and Customer Service Centers (CSCs)
Ø        Achieve all assigned measurable objectives, coordinate all global resources required to achieve success with assigned customer set, retain all business with contracts, improve sustainable margins and secure new business at responsible margins
Ø        Primary liaison and lead for resolution of internal and external financial issues
Ø        Responsible for price levels bid analyst
Ø        Ensure understanding, adherence and improvement of key processes
Ø        Ensure quality assurance procedures and quantitative measurements are in place, where appropriate, to maximize customer satisfaction and responsiveness to issues as they arise
Ø        Ensure CSCs are in compliance with customer quality and service expectations

Requirements Ø        Bachelors degree or equivalent knowledge
Ø        Seven to ten years operations and customer services experience
Ø        Results driven – successful record of performance; proven problem-solver
Ø        Proven financial aptitude with respect to profitability analysis, pricing strategy, price / service negotiations
Ø        Strong interpersonal communication and negotiation skills, proven sales experience and “change agent” success
Ø        Proven leadership skills, can effectively direct efforts of those not in direct reporting chain
Ø        Team based management skills, works effectively and collaboratively in a cross functional environment
Excellent computer skills, including knowledge of Microsoft Office applications