Key Account Manager - Lufthansa Group

We are recruiting a Key Account Manager for one of our key customers at London Heathrow - Lufthansa Group. The Key Account Manager will their specialist product knowledge will work with the Menzies Aviation ground teams and the LHG local management team, to ensure that all aspects of the LHG Heathrow operation are in accordance with government, LHG and Menzies internal company safety regulation guidelines at all times. The Key Account Manager will be responsible for a safe, punctual, and cost-effective service, ensuring best-in-class customer service on the ground (including airport ticketing, lounge, passenger handling and ramp handling activities) on a day-to-day basis in a timely manner. A proven track record within an airport or Airline environment, of successful service delivery and audit process is essential. A decision maker, with an ability to respond calmly and quickly to any given situation, with effective contingency planning is crucial to this role

What you will be doing

• Ensure safety and security procedures are according to standards set within the Menzies Health & Safety Policy Manual, and according to international aviation standards and Lufthansa Group Ground Handling Management.


• To support the Lufthansa Group Station Manager, General Manager Customer Services and Head of Ground Operations (Menzies Aviation Manager) in managing day-to-day terminal and apron operations. This includes working some weekends.


• Establish, maintain, and develop effective working relationships with the appropriate customer and Lufthansa Group representatives, and other relevant bodies to ensure all commercial opportunities are exploited.


• Monitor, report and ensure delivery of performance against agreed LHG standards, ensuring appropriate corrective action is taken to ensure customer requirements are consistently met.


• Manage effective measurement systems to monitor the performance of the LHG ramp operation, providing reports as required to the LHG Station Manager.


• Plan, develop and implement strategy for staff training and development on the LHG product for above and below the wing, oversee appropriate systems for measuring necessary aspects of staff training, coaching and development.


Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information.

Safety, Security and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.


• Detailed knowledge of the Lufthansa Group product and global operation


• Substantial operational management experience.


• Experience and knowledge of aviation services, in particular customer services, ramp handling and operations.


• Excellent leadership and people management skills.


• Strong communications skills and experience in liaising with senior airline, airport, and other stakeholder personnel.


• Able to work with a multinational work force, and to adjust to the local conditions of the station.


• Ability to influence, inspire and motivate at all levels.


• Ability to delegate effectively, agree objectives and hold people accountable for delivery.


• Ability to prioritise and complete projects to deadline.


• Experience with data tracking and reporting.


• A track record of delivering against key performance targets.


• Excellent written and verbal communication skills.


• Flexible, determined to succeed, and self-motivated


• Strong skills in Microsoft Excel and Microsoft PowerPoint.