The role of Senior Customer Experience Hospitality Manager requires a strategic leader with the vision for change and improvement in a complex arena. You will need strong influencing skills to continuously develop a safe, punctual and competitive world class Heathrow operation, with a focus on landside hospitality.
A key member of the customer leadership team, you’ll inspire a team of Operational and Delivery Managers with your passion for excellence across a range of customer centric delivery expectations. Networking and collaborating widely, youll seek opportunities for competitive advantage, whilst maintaining an uncompromising position on safety, security and regulatory processes.
Key Duties
- Design, develop and implement a customer service & hospitality plan which drives sustainable improvement in baseline Customer Satisfaction initially focusing Landside.
- Own the customer proposition for T5 Departing/Landside customers, to ensure the landside concourse is optimised to deliver a seamless, efficient experience for customers. reflecting the BA brand and tailored for specific segments (e.g. families, premium customers).
- Accountable for Landside resilience plan and capability, ensuring effective business continuity during periods of planned and unplanned disruption to minimise impact on OTP, NPS and disruption costs.
- Work with the Heathrow Safety & Security team to deliver ongoing improvements reducing incidents.
- Key role in delivery of transformational change through the new Heathrow Operating Team Model.
- Develop and maintain productive relationship with Trade Union and Health and Safety representatives.
- Work with Resource planning to optimise resource delivery across the Customer Operation as needed.
- Manage and delivery Ground Handling agreements with other carriers as required.
- Deliver the Customer Operation in line with FP forecast and expectations.
- Identify and implement Operational & cost efficiencies within Customer Experience.
- Member of Operational Escalation team as required
About you
- Degree level or equivalent experience
- Strong knowledge of airport customer experience
- Large Team leadership
- Senior Operational and Customer Leadership experience
- Strong leadership and influencing skills internally and externally, across all levels
- Collaborative in approach and understands complex process and procedures
- Delivery focused, can manage a complex and diverse set of requirements
- Excellent communication skills (both written and verbal) and highly effective networker and presenter
What we offer:
We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.
From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.
We never stand still, and we don’t expect our people to either.
Inclusion & Diversity
At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.
Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain