Manager, Brand Delivery and Employee Engagement-Airport Dimensions

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

• 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

Stakeholder Collaboration

• 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 ensu