Customer Services Manager

We are looking for the ideal candidate to develop long-term relationships with customers, connecting with key managers and employees.

Responsibilities:

Account Management

• Serve as the primary point of contact for assigned airline and institutional clients.
• Ensure full understanding of each client’s expectations, SLAs, and operational specifications.
• Anticipate client needs and proactively propose service and product improvements.

Customer Service & Communication

• Manage daily customer communication for operational follow-up, irregularities, and service recovery.
• Monitor flight operations and ensure alignment between production output and client requirements.
• Supervise complaint handling, corrective actions, and ensure client feedback loop closure.
• Prepare and distribute client reports (punctuality, discrepancies, quality issues, etc.).
• Support the onboarding of new clients and flight launches (coordination with operations and training teams).
• Plan and coordinate client visits, audits, menu presentations, and inspections.
• Ensure all stakeholders (operations, production, QHSE, HR, etc.) are briefed and aligned ahead of the visit.

Operational & Commercial Coordination

• Support menu changes, product validations, and client meal presentations.
• Work closely with the Executive Chef to ensure systematic costing of all new items prior to price submission.
• Contribute to tenders, pricing reviews, and contract performance analysis.