General Manager Customer, Dnata Catering Australia

Job Purpose: The General Manager Customer is responsible for managing a portfolio of dnata catering airline customers at all levels within that business, delivering strong relationship management and profitable sales growth. The objective of the role is to establish and continue to grow revenue streams within new and existing airline customer channels, whilst maintaining best in class customer relationships. Key to success in this role is the ability to establish productive working relationships with key customer representatives, with the ability to respectfully negotiate mutually beneficial outcomes that ensure delivery of agreed customer requirements that are consistent with the commercial interests of dnata. An inherent requirement of the role is the ability to travel as dictated by the needs of the business. This may include frequent overnight (and longer) domestic travel, international travel, and travel over weekends or public holidays. Specific Accountabilities Customer and Stakeholder Management - Establish and maintain productive and mutually beneficial working relationships with staff and customers at all times - Work with key customers to develop long-term, successful relationships. - Establish collaborative working partnerships across all functions within dnata catering to ensure the delivery of mutually beneficial outcomes for dnata and its customers. This includes sharing expertise and experience, providing direction and support, being open to receiving feedback, and leading the implementation of agreed actions. - Monitor and advise on new tenders, changes in key customer staff, and potential loss of business; and keep relevant dnata catering staff and managers informed. - Anticipate and address emerging issues before they become critical, taking personal responsibility for mitigating risk and implementing corrective actions. - Manage the process of transitioning new business from prospect to customer by liaising with and maintaining strong relations with the relevant stakeholders. - Be familiar with the implementation of world food safety standards, IS22000, HACCP, and Good Manufacturing Practices at dnata catering and be confident in discussing these with customers and prospects. Planning, Forecasting and Analysis - Establish and maintain a process for researching, qualifying and prioritising business opportunities and incorporating these into existing strategies and plans. - Maintain and share a documented pipeline of potential customers aligned with the growth strategy for dnata catering; along with a robust Quarterly Business Review (QBR) plan for existing customer base. - Plan, forecast, and report on performance based on agreed commercial budgets, forecasts, and revisions. - Identify and deliver new opportunities for dnata that complement existing products and services. - Manage and track sales performance through agreed KPI’s including, but not limited to: industry, geography, product category, and revenue stream. - Ensure sales plans and QBRs are revised and updated at least quarterly to proactively meet emerging demands and identify areas where corrective action is needed to address below-forecast performance. - Development and management of weekly, monthly and adhoc reporting on KPI performance. - Create forecasts and budgets to accompany Sales Plan’s, QBRs and projects, and ensure these plans are agreed and endorsed by the Chief Commercial Officer (CCO) as part of the planning process. - Ensure the integrity and accuracy of all quantitative information provided. - Proactively identify and manage risks associated with sales plans and establish corrective actions to address these risks. - Analyse data and develop recurring reports to provide insights about existing and potential customers and to aid decision making processes. Sales and Business Development - Develop and maintain comprehensive knowledge of dnata catering services and value proposition and use this to build a sales plan that delivers growth in target markets and with target customers. - Prospecting new business and potential customers. - Build and maintain effective working relationships with existing customers and those in the pipeline to facilitate development and execution of tailored (profitable) revenue plans for each customer. - Proactively identify and manage commercial risks to meet organisational obligations, achieve planned outcomes, and maximise the value from each customer. - Lead the delivery of positive revenue growth. - Write effective business proposals, negotiate with stakeholders, and draft and review contracts and supplier agreements, seeking specialist input from legal and finance as required. - Drive the delivery of improvements in profitability through ownership and management of profit improvement plans for each industry and category. - Lead the enhancement of dnata catering’s knowledge of commercial KPI’s and deliverables, and actively contribute to the development of a culture of servic