About us

LSG Sky Chefs is one of the world’s largest airline catering and hospitality providers, known for its outstanding reputation and dynamic approach in the industry. Voted “Airline Caterer of the Year in North America” for 2023 and 2024, we are committed to excellence and innovation, driven by the dedication and expertise of our talented employees. Our team members are the heart and soul of our success, consistently delivering exceptional culinary experiences and outstanding service to our clients and their passengers across North and Latin America.

Position Overview

The Director of Sales and Services is accountable for managing a portfolio of airline clients, driving profitable growth and delivering exceptional service across the LSG Sky Chefs network. This role leads all customer-facing commercial and service-related activities, ensuring global consistency and high levels of customer satisfaction. In partnership with key stakeholders, the Director also plays a strategic role in shaping and executing tailored sales strategies to meet the needs of assigned clients and support long-term business objectives.

Main Accountabilities

Customer Relationship & Account Management

• Serve as a primary contact for a defined portfolio of airline clients, managing the full range of commercial and customer service activities.
• Ensure fulfillment of customer and LSG Sky Chefs requirements according to contractual obligations (e.g., SLAs, customer specifications, pricing agreements).
• Monitor and improve customer performance and satisfaction metrics, managing regular performance reviews and customer care reports.
• Lead complaint management processes, including root cause analysis, development of corrective actions, and escalation when necessary.

Sales and Commercial Management

• Manage the development of proposals, tender documents, and customer communication strategies.
• Lead the contract negotiations to ensure favorable outcomes and alignment with corporate goals.
• Ensure contract implementation, including establishing project teams and project plans.
• Drive margin improvement and price action initiatives in collaboration with internal stakeholders.
• Support the preparation and analysis of customer-related commercial data and performance reports.

Customer Engagement & Presentations

• Organize and oversee customer visits and key touchpoints, ensuring alignment with strategic goals.
• Collaborate with local Customer Service departments to deliver high-quality product and service presentations.

Strategic Development

• Support Key Account Manager (KAM) in strategic account development and performance evaluations.
• Explore and evaluate new business opportunities within the LSG Sky Chefs service portfolio.
• Analyze and enhance existing sales and account management strategies to drive market share and profitability.

Leadership & Organizational Management

• Ensure the sales and service function is properly staffed, organized, and aligned with global and regional objectives.
• Foster cross-functional collaboration with corporate, regional, and operational teams.
• Develop and manage budgets, monitor performance, and implement corrective actions as needed.

Knowledge, Skills and Experience

• Bachelor’s degree in business administration or related field
• 7+ years of experience in related field required
• Experience in customer service management of global scope
• Experience in management/operation experience in in-flight catering preferred
• Strong interpersonal communication and negotiation skills, proven sales experience and “change agent” success, ability to build business relationships and interact with customers
• Proven commercial aptitude with respect to profitability analysis, pricing strategy, price/service negotiations
• Results driven – successful record of performance; proven problem-solver
• Proven ability of project management of advantage
• Analytical and conceptual abilities
• Presentation skills (incl. professional command of Excel, Word, Power Point)
• Team based management skills, works effectively and collaboratively in a cross functional environment
• Excellent computer skills, including knowledge of Microsoft Office application
• Proven leadership skills, can effectively direct efforts of those not in direct reporting chain