Guest Experience Manager

The Guest Experience Manager (GEM) will own the in-terminal customer experience for the URW concessions program at Los Angeles International Airport (LAX). By partnering closely with the URW Airports and LAX Management teams, the GEM will work closely with concession retailers, stakeholders, and terminal employees to deliver a world-class customer experience. This candidate will elevate our commitment to employees, champion our ambitious customer service program goals, and deliver a high-quality passenger experience to drive sales and experience.

The Guest Experience Manager will be responsible for all customer service training, performance measurement and employee engagement initiatives that enhance and impact the overall airport experience. This role will actively support marketing and operation teams with projects including marketing campaigns, digital initiatives, terminal events, workforce hiring, and community involvement programs that support driving sales to our retail partners.

This role is full-time based at Los Angeles International Airport and will be on-site 5 days a week. The individual is expected to be highly engaged with retailers and concessions employees and will spend much of their time in-terminal to accomplish that. Specific hours may be set with the local team, but individual must be flexible to adjust hours as projects require including occasional early mornings, evenings, and weekends as needed.

Specific roles and responsibilities include, but are not limited to:

FOCUS AREAS & RESPONSIBILITIES

Customer Experience (CX)

(60% of time)

Tools & Training

• Facilitate all classroom training initiatives on a quarterly basis, including New Hire Orientation and Sales & Service training
• Onboard new stores and support training on new marketing, digital and CX programs to ensure “Day One” readiness to sell
• Manage and coordinate all leadership training courses offered; Collaborate with external training partners
• Prepare communications and materials for all training classes (email invitiations, attendance tracking by operator, signage, training materials, F&B, etc.)
• Publish quarterly “Coach’s Corner,” a training tool for concession managers
• Implement “One More Thing” sales campaign to motivate all concession team members to drive sales
• Ongoing development and maintenance of the Employee Resource Center (e.g., online modules, newsletters, upcoming events, data, etc.)

Performance Measurement

• Collaborate with external vendors and stakeholders to regulate the mystery shop program (quarterly in-store evaluations, bi-annual mobile ordering evaluations); Review and share results of LAWA evaluations (quarterly in-store evaluations and facility audits)
• Audit all mystery shop scores & complete action plans with store managers when scores fall below goal of 90%
• Monitor online reviews to ensure we maintain goal of >3 stars; Partner with concessions leadership on increasing total number of reviews and increasing star ranking
• Conduct terminal walk-throughs and collaborate with concession managers to develop “on the spot” coaching and/or action plans to correct under-performing behaviors
• Create and distribute quarterly CX report cards for concession managers to track performance in mystery shop scores and online reviews/guest comments
• Monitor quarterly Airport Service Quality (ASQ) scores to identify trends and areas for improvement; Develop and implement corrective action plans as necessary to reach terminal goals

Reward & Recognition

• Recognize, reward, and spotlight employees who score 100% on internal mystery shops with through our Club Exceptional program
• Maintain internal newsletter communications (email + mobile text club) on a monthly and quarterly basis, and develop ad hoc employee communication campaigns

Marketing

(30% of time)

• In partnership with the Head of Marketing, execute in-terminal programs, campaigns, and events to drive retailer sales performance and increase passenger and employee experience (e.g., live music, sampling, in-store promotions, store openings, and more)
• Partner with retailers and stakeholders to gather and provide locally relevant content, retailer sales/deals, seasonal sales promotions, digital sales promotions, and key airport information for integration into marketing calendar and campaigns
• Monitor performance of marketing campaigns and assist in preparation of presentations, recap reports, and support documents for clients and stakeholders
• Coordinate and support community program including event implementation
• Support website and Airport-managed employee app updates to keep concessions/terminal information accurate

Operatio