Key Skills

Job Description

Gategourmet is a leading global provider of a full range of catering services for primarily the airline industry. The focus is on culinary and operational excellence – and consistently providing the highest quality products and services tailored to strengthen the brand of our customers. Working with our customers and business partners, we create innovative offerings that delight the senses and make for a memorable dining experience, in the air and on the ground. Your role Reporting to the Commercial Director, the Account Manager will be responsible for managing airline customer accounts and driving commercial performance across the portfolio. The successful candidate will act as the primary point of contact for customers, proactively managing the agreed governance framework, including service performance reviews, KPI reporting, menu development, pricing strategies, and operational requirements where applicable. Working closely with cross-functional internal teams, the role is responsible for ensuring the successful delivery of service commitments, culinary initiatives, budget targets, cost management, and commercial forecasts. This position requires a proactive, hands-on approach with a strong focus on operational excellence, continuous improvement, and process optimization. From both an operational and strategic perspective, the Account Manager will build and maintain strong customer relationships, serving as the key liaison across national and international stakeholders to ensure seamless collaboration and the successful execution of contractual commitments. Key Responsibilities Lead the day-to-day management of airline customer accounts, including contract management, commercial performance, budgets, profitability, SLAs, and CPI reviews. Build and maintain strong relationships with customers and internal stakeholders, collaborating with Operations, Finance, Procurement, Master data, and Menu Development teams to deliver service excellence and business objectives. Drive culinary and operational improvements while ensuring delivery against customer scorecards and contractual commitments. Lead assigned customer contract renewals and tender processes in partnership with the Commercial Director. Provide regular commercial reporting, including customer status updates, revenue and margin forecasts, pricing changes, budget performance, and debt management reviews. Manage customer audits, monthly performance reviews, and service recovery plans, using customer feedback and operational data to drive continuous improvement. Coordinate menu presentations, pricing submissions, and menu grid approvals, ensuring accuracy and alignment across all stakeholders. Validate product pricing files and customer invoices, ensuring billing accuracy and compliance with contractual agreements. Respond promptly to customer queries and complaints while managing performance against agreed KPIs, including service quality, delays, audits, and customer satisfaction. Work proactively with operational teams to implement business changes, resolve service delivery issues, and improve processes. Champion innovation, continuous improvement, and data-driven decision-making to enhance customer experience and business performance. Share best practices across the commercial team and contribute to effective issue management and collaborative working. Skills & Experience Bachelor’s degree in business management, Marketing, Business Economics, or a related field. Proven experience in account management or operations management, with a strong focus on customer service excellence. Strong analytical and problem-solving skills, with the ability to identify issues, analyze information, and deliver practical tactical solutions. Demonstrated ability to build relationships, influence stakeholders, and communicate effectively across cross-functional teams. A collaborative leader who develops others, motivates teams, and works effectively within a matrix organization. Results-driven, with the ability to perform under pressure, negotiate effectively, and champion continuous performance improvement. Customer-focused mindset with excellent organizational and commercial awareness. Excellent verbal and written communication skills in both Dutch and English. Understanding of the aviation industry is highly desirable. Comfortable working in an international environment with multiple stakeholders and changing priorities. Offer Competitive salary, aligned with your experience and expertise Short-Term Incentive Plan (STIP) with a bonus potential of up to 10% of annual salary 8% holiday allowance 25 vacation days plus 5 additional management days Attractive pension scheme with no employee contribution As part of gategroup, you’ll benefit from excellent career development opportunities both within the Netherlands and internationally, supported by online learning programs, coaching, and leadership development training Opportunity to work within a culturally diverse and international team Requirements: The possibility to apply for a Certificate of Conduct (VOG) and a Certificate of No Objection (VGB) (mandatory requirement) Willingness to undergo screening by the Royal Netherlands Marechaussee (for this, it is important that you have lived consecutive in the Netherlands for the past eight years) No criminal record

Core Responsibilities

Manage airline customer accounts and commercial performance, including contracts, budgets, profitability, forecasts, pricing, and service-level commitments. Build customer and internal stakeholder relationships while coordinating service reviews, menu initiatives, audits, issue resolution, and continuous operational improvement.

Requirements

A bachelor's degree in business management, marketing, business economics, or a related field is requested, along with proven account or operations management experience and strong customer-service, analytical, communication, and stakeholder-management skills. Excellent Dutch and English are required; aviation experience is desirable, and candidates must meet the stated Dutch security-screening, residency, and criminal-record requirements.

Benefits

• Competitive Salary
• Short-Term Incentive Plan With Bonus Potential Up to 10% of Annual Salary
• 8% Holiday Allowance
• 25 Vacation Days
• 5 Additional Management Days
• Pension Scheme With No Employee Contribution
• Career Development Opportunities
• Online Learning Programs
• Coaching
• Leadership Development Training
• Culturally Diverse and International Team