Lounges Customer Experience Manager

General information

Vacancy Reference number

004106  

About us

At Aer Lingus, we believe in going above and beyond to connect people, places and possibilities. Whether working at the airport, in our offices or at home - every employee has a role to play in making Aer Lingus the heart of travel to, through and beyond Ireland for generations to come.
How do we do this? We Put Safety First. There's nothing more important. We Are Customer Focused. We champion the customer and go above and beyond to get things just right for them. We're Stronger Together. With a ‘how can I help?' attitude, we communicate and collaborate to achieve shared success. We Own It. We do what we say we're going to do and always follow through. We Look Forward. We build the future by embracing change today.

What we offer

As well as offering you a competitive salary, career advancement opportunities and staff travel benefits (with Aer Lingus and many other international airlines), you will also have the opportunity to work in a dynamic and collaborative environment and to join a team of amazing professionals who are passionate about the aviation industry. To learn more about the exciting benefits and opportunities that await you at Aer Lingus please visit our website.
At Aer Lingus, we embrace diversity and believe in providing equal opportunities to all qualified individuals. We are dedicated to cultivating an inclusive and respectful work environment that values employees' unique backgrounds, experiences, and perspectives. We do not discriminate based on race, gender, sexual orientation, age, disability, or any other protected status. As an equal opportunity employer, we encourage applications from all candidates who share our passion for aviation. If you have any questions or require any accommodations to support you in your application, please contact us at recruit@aerlingus.com.

Vacancy details

Role title

Lounges Customer Experience Manager

Your role

As a Lounges Customer Experience Manager, you will be primarily responsible for all aspects relating to the management of the Aer Lingus flagship lounges at Dublin, London, and New York, as well as third party lounges across the network. Our Customer Experience Department helps us to drive Aer Lingus’ ambition by ensuring a positive and seamless experience for customers using lounges.

 

Your responsibilities as a Lounges Customer Experience Manager will include:

• Day-to-day operational management of the Aer Lingus Business and Revival lounges at Dublin Airport, to include:
• Manage, guide and coach a team of customer service and service provider staff as well as other resources (e.g., employee working hours, staff training, stores management, etc.), managing staff performance through regular one-to-one meetings with stakeholders. 
• Budget control and administrative ownership for stock, lounge usage data reporting, SAP approval of all lounge invoices, supplier set-up, third party rebilling and KSG lounge service provider.
• Manage resources effectively and coordinate necessary activities to ensure efficient and risk-free operation (including compliance across Health and Safety and Food Safety disciplines) of the Aer Lingus lounges at Dublin Airport.
• Maintain close and effective business relationships with customers, trade unions, ground operations management, airport management, and other regulatory bodies.
• Maintain Aer Lingus lounge assets at Dublin, London, and New York to high standard (including furniture upkeep, branding, kitchen equipment, lighting, washrooms etc.). Establish planned maintenance programs to ensure lounge facilities (water, electric, fire safety equipment etc..) are consistently monitored and maintained.
• Responsible for monitoring all products, service, and standards delivered on behalf of Aer Lingus by contracted third party lounges including account management of the 51st & Green lounge at Dublin Airport with a strong focus on service delivery for our US transatlantic customers. Conduct quarterly reviews with lounge service providers, to review monthly P&Ls, KPIs, SLAs, product unavailability/substitutions and resourcing requirements.
• Champion operational excellence to deliver high standards of customer service to drive incremental growth of customer satisfaction metrics (C-SAT & NPS). Seek out areas to improve as identified in overall lounge experience metrics. Explore loyalty customer lounge usage versus routes, to optimise which airports require lounge provision based on customer demand, importance to market positioning, how lounge provision drives market share, etc.