Director, Key Account Manager

About the job

Pacific International has been retained by a global leader in aviation/food services, supporting some of the world’s largest airline carriers through a complex, high-performance operational network.

Known for its scale, long-term customer partnerships, and operational excellence, the organization is entering a critical phase of commercial optimization and strategic account growth. As the business continues to expand across major airline hubs, there is an increasing focus on strengthening key customer relationships, driving contract performance, and unlocking additional value within existing partnerships.

As part of this effort, the organization is seeking a Director, Key Account Management to lead the commercial relationship for one of its most strategic global airline accounts. This is a highly visible role responsible for managing a multi-year, large-scale contract and acting as the primary point of contact between the customer and internal teams.

This position sits at the intersection of commercial strategy and operational execution. It requires a leader who can navigate complex service environments, manage ongoing pricing and contractual discussions, and drive alignment across cross-functional stakeholders. Unlike traditional sales roles, this opportunity is focused on relationship stewardship, contract ownership, and continuous business improvement within an existing, high-value account.

This role offers the opportunity to take ownership of a flagship customer relationship, engage directly with senior airline stakeholders, and play a pivotal role in shaping long-term partnership growth across a dynamic and demanding service environment.

Key Responsibilities

• Serve as the primary commercial lead and trusted advisor for a strategic airline account, owning the end-to-end customer relationship

• Manage overall account performance, including revenue, margin, contract compliance, and service delivery alignment

• Lead ongoing commercial discussions, including pricing adjustments, contract interpretation, and dispute resolution

• Drive structured customer engagement, including executive presentations, quarterly business reviews, and performance updates

• Partner cross-functionally with operations, finance, procurement, and legal teams to ensure seamless contract execution

• Identify and execute opportunities for organic growth within the account, including service expansion and new location penetration

• Lead complex proposal development, renewals, and renegotiations for large-scale, multi-site service agreements

• Act as a problem solver within a fast-paced environment, proactively addressing customer challenges and improving performance outcomes

• Ensure alignment between customer expectations and operational capabilities across multiple locations

• Analyze financial and operational data to drive decision-making, performance improvement, and long-term value creation

Ideal Candidate Profile

• 8–15 years of experience in key account management, strategic partnerships, or complex commercial roles within service-based industries

• Experience managing large, multi-site customer relationships, ideally within aviation, airline services, hospitality, facilities management, or related sectors

• Strong commercial acumen, with experience owning contract performance, pricing discussions, and profitability metrics

• Proven ability to navigate complex, high-demand customer environments and build long-term, trust-based relationships

• Skilled in leading cross-functional collaboration across operations, finance, and support functions

• Demonstrated experience in handling contract negotiations, renewals, and dispute resolution

• Strong executive presence with the ability to lead presentations and engage senior stakeholders

• Highly adaptable, solutions-oriented mindset with a focus on continuous improvement and customer success

• Experience working in fast-paced, service-driven environments with high operational complexity

• Bachelor’s degree in Business, Supply Chain, Hospitality, or related field preferred

About Pacific International Executive Search:

Pacific International, a globally recognized retained executive search firm, is dedicated to empowering Fortune 500, FTSE 100, and high-growth enterprises in building exceptional C-suite, senior-level, and strategic leadership teams while championing diversity and inclusion. Our adaptability, agility, and forward-thinking ethos distinguish us in the ever-evolving business landscape.

Since 1997, we have been dedicated to building lasting client partnerships based on trust and reliability, and a proven track record of successful C-suite and mid- to senior-level leadership project delivery across many key industries globally.

Diversity Statement:

At Pacific International, diversity, equity, and inclusion are at the core of who we are and what we do. Our commitment to these values is unwavering and we proudly champion diversity on behalf of our clients in every Executive Search mandate we undertake. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law. In pursuit of these objectives, we actively encourage applications from individuals of all backgrounds and identities.