- Job Title: Manager, Customer Account
- Company: gategroup
- Location: Atlanta, Georgia, United States
- Job Type: Full-time
- Category: Management
- Date Posted: May 27, 2025
🚀 Job Overview
Key aspects of this role include:
1. Customer Account Management: Serve as the primary point of contact between the airline customer and the operational unit, ensuring customer needs are met and expectations exceeded.
2. Performance Expectation Setting: Collaborate with the commercial team and operational unit staff to establish and deliver against agreed performance expectations.
3. Quality Assurance: Oversee the quality of products and services provided to customers, ensuring they meet or exceed specified standards.
4. Inventory Management: Maintain accurate and up-to-date inventory levels, ensuring optimal stock levels are maintained to meet customer demands while minimizing waste.
5. Relationship Building: Foster strong, productive relationships with customers, internal teams, and other stakeholders to drive success and collaboration.
ASSUMPTION: This role requires a high level of customer focus, strong communication skills, and the ability to balance multiple priorities and deadlines effectively.
📋 Key Responsibilities
- Customer Account Management:
- Act as the primary liaison between the airline customer and the operational unit.
- Agree on performance expectations with the commercial team and work with the operational unit to deliver against these expectations.
- Manage customer-specific set of KPIs and report on performance to the commercial team.
- Conduct regular customer feedback surveys to assess satisfaction and identify areas for improvement.
- Inventory Management:
- Ensure customer inventory sheets are current and up to date, with par levels maintained accurately.
- Manage the inventory process, ensuring accuracy and timely submission to the customer.
- Provide customer feedback to help reduce costs through inventory management.
- Quality Assurance:
- Assist internal departments in quality/compliance through weekly specification checks and audits.
- Compare FACs against goals and drive continuous improvement.
- Ownership of CSI and drive the process as outlined in gategroup policy and procedures.
- Cost Management:
- Conduct weekly documented billing checks to ensure items billed accurately.
- Review monthly service orders to ensure all service items are captured and aligned with CXP and Salesforce.
- Communication and Collaboration:
- Maintain open lines of communication with customers, internal teams, and other stakeholders.
- Provide regular updates on service status, call reports, and other relevant information.
- Coordinate special events such as menu presentations, scheduling transportation, security, and other logistics.
ASSUMPTION: Effective communication, both written and verbal, is crucial for success in this role. Strong interpersonal skills and the ability to build and maintain productive relationships are essential.
🎯 Required Qualifications
- Education:
- High School Diploma or GED required
- Associates degree or degree from a 4-year university or college preferred
- Work Experience:
- Proven Account Management skills required
- Minimum of 3 years of account/project management experience
- Technical Skills:
- Extremely detail-oriented
- Technical and analytical competence (understands software, hardware, networks, etc.)
- Motivated, goal-oriented, and persistent
- High level of initiative and works well in a fast-paced, team environment
- Handles stressful situations and deadline pressures well
- Plans and carries out responsibilities with minimal direction
- Language / Communication Skills:
- Excellent written and oral communication skills
- Bilingual is a plus
💰 Compensation & Benefits
- Salary Range: $70,000 - $90,000 per year (based on industry standards for similar roles, experience levels, and locations)
- *Assumption:* The provided salary range is an estimate based on industry standards. The actual salary may vary based on the candidate's qualifications and the company's internal compensation structure.
- Benefits:
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with company match
- Paid time off (vacation, sick, and holidays)
- Employee assistance program
- Tuition reimbursement
- Employee discounts on gategroup products and services
- Working Hours: Full-time, typically Monday-Friday, 8:00 AM - 5:00 PM, with flexibility to meet customer needs as required
📌 Applicant Insights
🔍 Company Context
- Industry: Airlines and Aviation
- Company Size: 10,001+ employees
- Founded: 2008
- Company Description: gategroup is the global leader in airline catering, retail-on-board, and hospitality products and services. They provide 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.
- Company Specialties: Aviation services, travel industry, culinary excellence, food solutions, airline catering, retail onboard, airport lounges, equipment, catering solutions, events services, packaging solutions, and packaged meal solutions
📊 Role Analysis
- Career Level: Mid-level management
- Reporting Structure: Reports directly to the General Manager of the unit and works closely with the Account Director and other internal teams.
- Work Arrangement: On-site, with the possibility of up to 25% travel to meet customer needs and attend industry events.
- Growth Opportunities: This role offers opportunities for career growth within gategroup, including potential advancement to senior management positions or other leadership roles within the company.
🌍 Location & Work Environment
- Office Type: On-site, with a modern, professional office environment.
- Office Location: Atlanta, Georgia, United States
- Geographic Context: Atlanta is the capital and most populous city of the state of Georgia, with a diverse cultural scene, rich history, and a thriving business community.
- Work Schedule: Full-time, typically Monday-Friday, 8:00 AM - 5:00 PM, with flexibility to meet customer needs as required.
💼 Interview & Application Insights
- Typical Process: The application process typically involves an initial screening, followed by phone or video interviews, and a final on-site interview with key stakeholders.
- Key Assessment Areas: Problem-solving skills, customer focus, communication abilities, and cultural fit.
- Application Tips:
- Tailor your resume and cover letter to highlight relevant skills and experiences for this role.
- Research gategroup and the aviation industry to demonstrate your understanding and enthusiasm for the position.
- Prepare examples of your problem-solving skills and customer service experiences to discuss during the interview.
🛠️ Tools & Technologies
- Customer Relationship Management (CRM) Software: Familiarity with CRM software, such as Salesforce, is beneficial for managing customer interactions and tracking performance.
- Inventory Management Software: Experience with inventory management software is essential for maintaining accurate and up-to-date inventory levels.
- Microsoft Office Suite: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) is required for creating reports, presentations, and other documents.
- Airline Industry-Specific Software: Familiarity with airline industry-specific software, such as IFX, Unimatic, IBSOPS, AirVision, and other relevant tools, is crucial for success in this role.
👔 Cultural Fit Considerations
- Company Values: gategroup values include excellence, integrity, passion, and accountability. Candidates should demonstrate these values in their application and interview process.
- Work Style: gategroup fosters a collaborative, team-oriented work environment. Candidates should be comfortable working in a dynamic, fast-paced team setting and contributing to a positive, inclusive culture.
- Self-Assessment Questions:
- How do you align with gategroup's core values, and can you provide an example of a time when you demonstrated each value?
- How do you handle working with diverse teams and stakeholders, both internally and externally?
- How do you approach problem-solving and decision-making in a fast-paced, dynamic work environment?
⚠️ Potential Challenges
- Role-Specific Challenges: This role requires managing multiple priorities and deadlines, often under pressure. Candidates should be comfortable working in a high-stress, fast-paced environment and have strong time management and organizational skills.
- Industry-Specific Challenges: The aviation industry is subject to frequent changes and disruptions. Candidates should be adaptable and able to thrive in a dynamic, unpredictable work environment.
- Location-Specific Challenges: Atlanta's humid subtropical climate may present challenges for those not accustomed to hot, humid weather. Additionally, traffic congestion and public transportation options may impact commuting to and from work.
📈 Similar Roles Comparison
- Role Differentiation: Unlike other customer account management roles, this position requires a deep understanding of airline-specific software and industry-specific processes. Candidates should have relevant experience in the airline industry or be willing to invest time in learning the necessary skills.
- Industry Context: The aviation industry is highly competitive and regulated. Candidates should be aware of the unique challenges and opportunities presented by working in this sector.
- Career Path Comparison: This role offers opportunities for career growth within gategroup, including potential advancement to senior management positions or other leadership roles within the company. Candidates should be proactive in seeking out growth opportunities and taking on new challenges to advance their careers.
📝 Sample Projects
- Customer Account Management: Develop and implement a customer communication plan to improve customer satisfaction and reduce response times to customer inquiries and concerns.
- Inventory Management: Conduct a comprehensive review of the current inventory management process and identify opportunities for improvement, such as streamlining workflows, reducing waste, or implementing new technologies.
- Quality Assurance: Lead a cross-functional team in conducting a thorough review of the quality assurance process and develop recommendations for enhancing product quality, consistency, and customer satisfaction.
❓ Key Questions to Ask During Interview
- Role-Specific Questions:
- How does this role fit into the broader organizational structure, and how does it contribute to the company's overall goals and objectives?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does the company support the professional development and growth of its employees?
- Company-Specific Questions:
- How does gategroup differentiate itself from its competitors in the aviation industry?
- What are the company's plans for growth and expansion in the coming years?
- How does gategroup foster a culture of innovation and continuous improvement?
- Industry-Specific Questions:
- How does gategroup adapt to changes and disruptions in the aviation industry?
- What are the key trends and challenges facing the aviation industry, and how does gategroup position itself to capitalize on opportunities and mitigate risks?
📝 Next Steps for Applicants
To apply for this position:
- Submit your application through the [provided link](https://gategroup.wd3.myworkdayjobs.com/GateGroup_External_Careers/job/Atlanta-GA-USA/Manager--Customer-Account_R0095456-1).
- Tailor your resume and cover letter to highlight relevant skills and experiences for this role, using the provided job description as a guide.
- Prepare for the interview by researching gategroup, the aviation industry, and the specific requirements of the role.
- Follow up with the hiring manager after the interview to express your appreciation for the opportunity and reiterate your interest in the position.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
