Manager Client Excellence

About us

LSG Sky Chefs is one of the world’s largest airline catering and hospitality providers, known for its outstanding reputation and dynamic approach in the industry. Voted “Airline Caterer of the Year in North America” for 2023 and 2024, we are committed to excellence and innovation, driven by the dedication and expertise of our talented employees. Our team members are the heart and soul of our success, consistently delivering exceptional culinary experiences and outstanding service to our clients and their passengers across North and Latin America.

Position Overview

The Manager, Client Excellence drives strategic partnerships and champions operational success for global customer accounts, serving as the voice of the customer and ensuring their needs are front and center across the organization. Drive the execution of customer-specific strategies while owning the end-to-end customer experience. Act as the primary point of contact for daily service delivery, ensuring seamless communication, contract adherence, continuous improvement, and long-term account health. Foster cross-functional collaboration to deliver outstanding service, enhance customer satisfaction, and fuel long-term, mutual growth.

• 
  Travel: approximately 70-90%, mostly domestic
• Work location: remote position; seeking candidates based in major Central or Eastern U.S. city with access to a major airport, such as: DFW, ATL, ORD, MSP, MIA, JFK

What You'll Do

Business/Operational Strategy

• Lead the creation and execution of operational strategies for airline customer accounts based on the needs of our CSC's /Kitchens (Customer Service Centers)
• Develop and outline operational roadmaps for airline customer accounts, including milestones and action plans aimed at optimizing performance and meeting customer expectations.
• Contribute to strategic planning and support execution of the annual global business plan
• Ensure alignment and coordination with operations teams and key financial stakeholders to support strategic objectives
• Oversee the successful implementation of operational changes, such as cycle changes and packing adjustments, across the network to adapt to customer needs and improve efficiency.
• Generate and present operational reports and dashboards, aiding leadership decisions with well-defined metrics and insights related to account performance.
• Support Director/VP KAM in driving overall profitability of assigned accounts

Client Relationship & Customer Service Management

• Serve as the primary liaison with our airline customer accounts, ensuring strong communication and collaboration to address operational needs and expectations. This includes travel to engage with customers and kitchen management to oversee changes and challenges as needed.
• Achieve assigned performance objectives; coordinate internal resources to retain business, grow sustainable margins, and support new business acquisition
• Design and implement performance metrics and reporting systems to track kitchen performance and compliance with airline customer accounts requirements.
• Ensure appropriate quality assurance and performance tracking tools are in place to support customer satisfaction
• Monitor CSC compliance with customer service and quality expectations

Team Support and Leadership

• Work closely with internal team, especially Commercial, to ensure alignment on service delivery and strategic objectives
• Support organization, motivation, and development of direct or cross-functional team members as applicable
• Assist in guiding team efforts in alignment with Human Resources policies
• Support cost and budget planning; escalate and support corrective actions as necessary

What You'll Bring

• Bachelor’s degree or equivalent knowledge + relevant experience
• 3+ years operations and/or customer service management experience required
• Results driven – successful record of performance; proven problem-solver
• Strong interpersonal communication and negotiation skills, proven sales experience and “change agent” success
• Proven leadership skills, can effectively direct efforts of those not in direct reporting chain
• Team based management skills, works effectively and collaboratively in a cross functional environment
• Excellent computer skills, including knowledge of Microsoft Office applications