Director, Guest Experience - Airport Lounges

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Job description

Unit Description:

Sodexo Airport Lounges is searching for a Director of Guest Experience - Airport Lounges to build our Sodexo story. This is a remote based position that will require travel roughly 40 - 50% of the time.

The Director of Guest Experience, Airport Lounges, will spearhead our mission to deliver exceptional guest experiences in the lounges that we operate across North America. Collaborating closely with senior leadership, you'll craft and execute initiatives to elevate our food and beverage offering, how we market to our customers and impact customer scores (CSAT). This role encompasses strategic planning, business development, and fostering key partnerships to maximize revenue opportunities.

Technical Knowledge and Key Attributes:

Passion for people and for delighting customers at every touchpoint in the business.

Ability to work with leaders and clients at all levels to determine field needs and inspire adoption of service strategies.

Strong background in marketing and business development and growth.

Ability to design and implement marketing programs.

Strong public speaking and presentation skills.

Knowledge of customer service trends and key guest satisfiers.

Knowledge of organizational priorities and industry best practices to deliver tactical, strategic, and executional assistance to accounts as needed.

The ability to create, measure, and assess Key Performance Indicators (KPIs) for Employee Experience and Customer Experience.

Outstanding communication and presentation skills.

Key Responsibilities:

Have a deep understanding of the client vision for success

Branded elements for each airline are distict and well-educated

GTM strategy and each offering aligns with consumers expectations & distinct from competitors

Ensures there are standards built to make the operations team successful.

Establish the strategy behind reporting and using CSAT benchmarking and analysis

Market research & trends, consumer behavior analysis, customer journey mapping, qualitative & quantitative

Identify new partnerships and points of differentiation to support in RFPs and delivering on unique client needs.

Develop unique programs for clients as they're required

Deep contract understanding to meet operational and financial goals & client vision

Sodexo offers fair and equitable compensation, partially determined by a candidate's education level or years of relevant experience. While the budgeted range for the position is posted, Sodexo salary offers are based on a candidate's specific criteria, like experience, skills, education and training.

What We Offer:
Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:

Medical, Dental, Vision Care and Wellness Programs

401(k) Plan with Matching Contributions

Paid Time Off and Company Holidays

Career Growth Opportunities and Tuition Reimbursement

More extensive information is provided to new employees upon hire.

Qualifications & Requirements:
Basic Education Requirement - Bachelor's Degree or equivalent experience

Basic Management Experience - 7 years management experience
Basic Functional Experience - 10 years of progressive property or concession management experience with a focus on revenue

Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer

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