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Customer Performance and Project Manager

Australia’s largest inflight caterer, we are chosen by many of the world’s airlines for our fresh award-winning meals and outstanding service.


With a geographically diverse footprint, we employ over 4,000 people across 9 cities, produce over 64 million meals and service over 246 thousand flights each year.


Offering a suite of services, we are more than an inflight caterer.  We also manage buy-on-board catering programs, provide inflight retail solutions, operate airport lounges and provide readymade meal manufacturing for export, airline and non-airline markets.


Parent company dnata - part of the Emirates Group – is one of the world’s largest air services providers. Established in 1959, the company ensures the aviation industry operates smoothly and efficiently in 127 airports. Offering ground handling, cargo, travel, and inflight catering services in 85 countries across six continents, dnata is a trusted partner for over 270 airline customers around the world.


The Opportunity
We have an exciting opportunity available for a full-time Customer Performance and Project Manager to join our Customer Service team in our catering unit in Sydney Airport (dCAT).


The objective of the role is to lead and manage Customer Service activities for the catering centre. Take an active role in the Leadership team driving innovative continuous improvement and ensuring customer expectations are exceeded. Lead national account activities and projects for our key customers.


Critical success factors for this role include, but are not limited to, providing primary response for service performance, standards and customer satisfaction, implementing, improving and maintaining service level commitments.


Some of the key responsibilities of the role include:

  • Manage and coordinate customer service activities to ensure optimum customer service to all customers;
  • Pro-active focus on reporting customer performance;
  • Manage national reporting, service trends and KPIs;
  • Participate in customer initiatives and projects and coordinate national representatives and working groups to aid in the successful launch and implementation;
  • Proactively develops and enhances customer satisfaction initiatives.

The Person

This role will suit someone who has excellent customer service skills and experience, with previous success in project management. The successful candidate will bring their proactive approach, along with strong stakeholder management skills and is able to lead customer projects ensuring the smooth implementation of product and service initiatives into the business.


Along with relevant qualifications and outstanding communication skills we are looking for someone who is passionate about exceeding customer expectations and will role model dnata catering values: safety and security, performance driven, delighting customers, imagination, respect and service excellence.


If this sounds like you, please apply via or by scanning the QR code with your smartphone.  Ensure you include a cover letter addressing the key criteria in the PD. 


Applications close on 15th December 2019


We welcome applications from candidates across all states. The successful candidate is responsible for covering her / his own relocation expenses.


We thank all applicants in advance as only successful applicants will be contacted for an interview.

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