Faststream are currently looking to hire a Key Account Manager join our clients business in Germany, to lead and manage an important customer relationship - a globally recognised cruise line operator. This is a critical hire, focused on ensuring operational excellence, deepening customer trust, and driving long-term commercial growth through exceptional account leadership.
The successful candidate will act as the primary point of contact for this key customer, operating as a true strategic partner and brand ambassador, ensuring exceptional service delivery, customer satisfaction and profitability. The role will involve close day-to-day collaboration with the client’s stakeholders, as well as internal teams, to ensure seamless service delivery and the continuous evolution of the partnership.
Key Responsibilities:
- Lead and manage a team of 2-5 Account Managers, providing direction, motivation, and development to ensure high standards of service delivery.
- Attend several weekly client meetings, covering a range of topics including:
- Contract volumes and pricing agreements
- Product specifications and service-level expectations
- Logistics coordination and pain-point resolution
- Strategic reviews and forward planning
- Represent the customer within our operation, ensuring their needs are translated into actionable tasks across relevant departments.
- Manage the relationship at all levels fostering trust and confidence in the partnership.
- Conduct in-person visits to the client (Europe based) approximately 4 times per year.
- Ensure that internal processes are aligned to meet and exceed customer expectations, with customer care and satisfaction being paramount.
- Proven background in the ocean cruise industry, ideally having held positions such as General Manager, Head of Food & Beverage, or F&B Manager on board or in shore-based roles. This experience is essential to understand the operational and logistical nuances of cruise operations.
- Demonstrated experience managing key customer accounts and delivering high-level service in a partnership-based role.
- Strong leadership skills with the ability to motivate and develop high-performing teams.
- Excellent communication and stakeholder management skills – fluent in both German and English.
- Highly organised, efficient, and capable of navigating a complex matrix environment across internal and external stakeholders.
- Strategic mindset with a hands-on approach to service delivery.
- Credible and respected industry background
What We Offer
- A pivotal role in a longstanding but dynamic and growing company with deep ties to the cruise industry.
- Collaborative and supportive work environment.
- Opportunity to shape the future of service delivery for a major cruise brand.
- Competitive compensation and benefits package.
- Hybrid Work Model – up to 2 days/week home, 3 days/week in office.