What are the responsibilities and job description for the Manager, Brand Delivery and Employee Engagement-Airport Dimensions position at Collinson?
Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.
The group provides unrivalled insight and expertise around affluent consumers and frequent travelers, creating and delivering products and services now accessible to over 400m end consumers.
We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.
We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.
Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.
Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.
Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.
What Does A Manager, Brand Delivery and Employee Engagement Do:
A new role within the Guest Experience organization, the Manager, Brand Delivery and Employee Engagement is a critical role in ensuring that every guest experience embodies our brand’s commitment to our guests – providing an oasis at the airport and allowing our guests the chance to exhale from the stressful and sometimes hectic air travel experience. This role will be responsible for translating our brand strategy into reality, ensuring every lounge, in every location, delivers a consistent, memorable experience to every guest throughout our global lounge network.
Acting as both a strategic brand guardian and an on-the-ground champion of the guest experience, the Manager of Brand Delivery and Employee Engagement will be responsible for ensuring our lounges look, feel, and operate in a way that inspires comfort and hospitality.
At Airport Dimensions, we understand that our front-line team members are who matter most. This role will contribute to and have responsibility for developing and overseeing our employee engagement efforts in both our proprietary and partner lounge networks. Partnering closely with Operations, Training, Compliance, Marketing, and Guest Experience teams, this role will lead all front-line communication tools, ensuring that the “why” behind anything we do is transparent and clear.
Successful candidates for this role will be creative thinkers and operationally savvy, recognizing the opportunity for the role to be high-impact and passion-led. Energy, empathy, and ability to seamlessly pivot new initiatives and priorities, while seeing projects through to completion and implementation will be requirements for this role to be successful
What You'll Do
Brand Strategy and Implementation
Required Qualifications
We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.
In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).
If you need any extra support throughout the interview process, then please email us at ushr@collinsongroup.com
We use our expertise and products to craft customer experiences. Our range of services helps global brand acquire, engage and retain choice-rich customers.
© 2023 Collinson International Limited. Registered in England & Wales under registration No. 2577557
Registered address : 3 More London Riverside, London, SE1 2AQ, United Kingdom.
The group provides unrivalled insight and expertise around affluent consumers and frequent travelers, creating and delivering products and services now accessible to over 400m end consumers.
We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.
We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.
Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.
Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.
Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.
What Does A Manager, Brand Delivery and Employee Engagement Do:
A new role within the Guest Experience organization, the Manager, Brand Delivery and Employee Engagement is a critical role in ensuring that every guest experience embodies our brand’s commitment to our guests – providing an oasis at the airport and allowing our guests the chance to exhale from the stressful and sometimes hectic air travel experience. This role will be responsible for translating our brand strategy into reality, ensuring every lounge, in every location, delivers a consistent, memorable experience to every guest throughout our global lounge network.
Acting as both a strategic brand guardian and an on-the-ground champion of the guest experience, the Manager of Brand Delivery and Employee Engagement will be responsible for ensuring our lounges look, feel, and operate in a way that inspires comfort and hospitality.
At Airport Dimensions, we understand that our front-line team members are who matter most. This role will contribute to and have responsibility for developing and overseeing our employee engagement efforts in both our proprietary and partner lounge networks. Partnering closely with Operations, Training, Compliance, Marketing, and Guest Experience teams, this role will lead all front-line communication tools, ensuring that the “why” behind anything we do is transparent and clear.
Successful candidates for this role will be creative thinkers and operationally savvy, recognizing the opportunity for the role to be high-impact and passion-led. Energy, empathy, and ability to seamlessly pivot new initiatives and priorities, while seeing projects through to completion and implementation will be requirements for this role to be successful
What You'll Do
Brand Strategy and Implementation
- Translate brand guidelines into actionable, operational & design standards that enhance the customer journey
- Champion the guest experience across every lounge, ensuring brand standards are requirements are met while engaging with in-lounge leaders and front-line team members
- Conduct brand and hospitality audits, identifying opportunities for continuous improvement
- Collaborate closely with internal and external training experts to identify key areas of focus and assist in developing an actionable, deliverable training strategy
- Hold all in-lounge, above lounge, and front-line team members accountable for brand delivery, to include service, design, guest-facing collateral, and food and beverage requirements
- Act as a brand ambassador monitoring and analyzing guest feedback, CSAT metrics, and compliance data, driving continuous improvement
- Partner with cross-functional teams to align on brand delivery and guest experience goals
- Work alongside internal and external stakeholders to identify best practices for communication, brand delivery tools, new team member onboarding, and new and existing delivery programs
- Lead brand implementation and training for new lounge openings and refurbishments ensuring seamless integration of all brand standards
- Develop and implement employee engagement programs that reinforce brand values, ensure our team members feel heard and cared for, and celebrate service excellence and life events
- Collaborate with stakeholders to design initiatives that strengthen team culture, recognition, and pride in our brand, ultimately leading to increased employee engagement and retention
- Act as a brand ambassador and culture lead, inspiring staff through hands-on training, orchestrating workshops, and internal communication tools
- Assist in development and ongoing management of annual and bi-annual employee engagement surveys, ensuring meaningful delivery and actionable results
Required Qualifications
- Bachelor’s degree in Marketing, Hospitality, or related field.
- Minimum of 5 years' experience in brand management, guest experience, hospitality or airport operations.
- Proven success leading brand, service, or employee engagement initiatives across multiple locations.
- Experience within premium hospitality, travel, or airport environments is highly desirable
- Experience in evaluating programs or processes and finding areas of improvement, ideally in guest experience or employee engagement, leading to increased efficiency and delivery.
- Develop communication channels with in-lounge leaders and team members to ensure the areas of focus needed are front of mind and action plans are clearly communicated and are front of mind
- Track key metrics such as CSAT and employee engagement scores to track and document progress alongside continuously evolving priorities
- Strong communication skills, with the ability to clearly convey brand and engagement details across departments and senior leadership.
- Partner with cross-functional teams such as Operations, Marketing, and Guest Experience to align brand delivery and employee engagement goals
- Represent the brand in airport, airline, and partner meetings, promoting a strong focus on guest and employee experience
- Excellent organizational skills with the ability to work independently, self-motivate, and manage tasks across teams, ensuring deadlines are met and processes are completed efficiently.
- Strong attention to detail, ensuring that processes are accurate and compliant.
- Entrepreneurial mindset, ablet o be proactive and organized while driving projects independently with minimal supervision
- Passion for hospitality with a dee commitment to creating exceptional guest and employee experiences
- Adaptable and able to thrive in a fast-paced, evolving environment
- 100% employer paid medical, dental, life & LTD insurance for employees
- 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
- Supplemental Insurance including STD, additional Life
- Priority Pass Membership
- Global Mentoring Program
- Wellness Programs
- Lifestyle Benefits
We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.
In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).
If you need any extra support throughout the interview process, then please email us at ushr@collinsongroup.com
We use our expertise and products to craft customer experiences. Our range of services helps global brand acquire, engage and retain choice-rich customers.
© 2023 Collinson International Limited. Registered in England & Wales under registration No. 2577557
Registered address : 3 More London Riverside, London, SE1 2AQ, United Kingdom.