Implementation of the Commercial Strategy and Business development inits area of action to achieve sales and profit objectives, following thepolicies and strategies set-up by Newrest.

Management of Customer account, point of contact of the Customerassigned by the Sales Director when the contract is awarded or during a tenderprocess.

Organization and business planning to identify priorities.

Guarantee the provision of an excellent service to the Customers,applying the procedures and protocols of services designed by Newrest.

Should prepare and keep update all the support documents of execution ofa contract:

Keep the flight program and service forecast perflight and per class updated.
Prepare meals specifications with pictures, loadingratio charts and similar documents used in the different sections of thecatering unit.
Input all the data in Winrest IT system and train theDispatch on the way to input daily figures and issue the delivery note.
Liaise with the Executive Chef in order to get surethat all recipes are input in the system and link to all relevant servicesprovided.
Issue and distribute the list of specific instructionsand relevant SOP’s requested by the Customer and included in the CateringAgreement.
Summarize the main points of the Catering Agreementand inform accordingly each department. Keep the Customer operational manualalways updated with tracking of changes communicated inside the unit in orderto keep the relevant traceability on changes and updates.

Monitor the communication with the Customer and inform the differentdepartments of the catering unit of any change or updates.

Monitor the customer complaints and send the feed-back to the Customers.

Keep the price list updated and inform accordingly Finance Departmentabout any change or update.

Consolidate and keep the overview of the Customer performance.

Inform the Commercial Department and Management of the unit and countryof any issues, deviances, non-compliance and try to anticipate the problems.





Update the Account PNL in cooperation with the Commercial Director inorder to follow-up the profitability of the account, keep all financial data tobuild the budget with the Country Management Team.

Meet with Stations Managers or Airline local Representatives on aregular basis in order to get the operational feed-back.

Follow-up with the Airline Corporate contact (Performance Manager, AreaManager, etc...) any feed-back on the operations and service perception as wellas on the day-to-day operations.

Prepare marketing supports for any existing Customer visit (name of thecustomer on the welcome board, Newrest activity report booklet, presentationroom with flowers, flag of the Airline, etc..., goodies and small gifts.

Prepare a presentation of Newrest for new potential Customer jointlywith the Commercial Director.

Prepare food tasting (Chef Table) with Customer Representative as perCustomer request.

Get the training on use of Customer specific software (Air Vision, IFX,Skyspace, Colibri to give a few examples) all the specific web platforms usedby some Airlines to follow & monitor operations with access to instructionsand train some key staff of Dispatch, Finance Department (Invoicing), Production,Equipment Control, etc...

Liaise with Airlines representatives if issues on these web platforms orif issues on data access

(Catering order, last minute orders, equipment push orders, inventories,etc...).

Manage customer complaints efficiently and reactively (investigation ofthe problem, discussion with the operational staff, corrective actions,reporting, response to the Customer).

Assist the Quality Assurance Department prior to the audits & attendthe client quality audits.





Monitor on a random basis some spot checks during the production processto be sure that all specific Customer’s requirements are implemented,understood and get any feed-back in case of problems.

Ensure and centralize an efficient external / internal operationalcommunication between the unit and the clients.

Control & supervise flight reports & corrective responses:provide acknowledge receipt within 24h00 and get sure that relevant feedback issent to the Customer within 48h00.

Ensure that invoicing process is accurate and that all relevantinformation regarding price change, adjustments, invoicing details, paymentsterms are up to date and communicated with anticipation.

Participate in daily operational unit meetings.

Collect all information about all Airport activity, recent airline planningto start operating, opening of a new lounge, prospect of retail business atthe airport, all relevant information about recent development that the CSR willforward to the Commercial Director.

Liaise with the Sales Director and the Global Account Director for anycommunication/information regarding any incidences (aircraft delay, seriousdiscrepancy), change of interlocutors, Customer 00projects developed locally,changes planned. That communication with the matrix organization is veryimportant in order to keep the capacity of reaction which makes the reputationof our company and keep a valuable knowledge of how the business is moving. Thatwill also help our board of Directors to make some relevant strategic decision.

The CSM should have all the key information updated and should be theone to whom any person within Newrest organization will refer for any questionregarding the Customer Agreement requirements, modifications and updates,dead-lines, standard formats, SOP’s, contractual terms, etc... and he will bethe one who guarantee that all the key members of the structure are aware andhave all the relevant information for the good execution of the contract.

#J-18808-Ljbffr

📌 Customer service Manager (Manitoba)
🏢 Newrest
📍 Manitoba