Director of Lounges - UK&I

Overview: The Aspire Lounge Group has 34 years airport hospitality experience, and are Europe’s largest brand of airport lounge, with 64 lounges at 38 airports in 13 countries.
In this newly created role, as the director of Lounges for UK&I, you will have ownership and accountability for the P&L for lounges within the Aspire product line, across UK & Ireland. Reporting to the CEO UK & Ireland you will be responsible for Lounge business development and operations in its entirety, maintaining multilevel stakeholder relationships with business partners and customers to maximise development opportunities & profitability, ensuring long term sustainability & growth for the lounge network. Responsibilities: Day to day you will be responsible for:

• Owning the Profit and Loss of the Lounge product line ensuring budgetary targets are met and exceeded.
• Creating & instil a dedicated Lounge product line strategy & vision for the future footprint, to protect current portfolio & create opportunities for future growth in what is a highly competitive marketplace.
• Align the operation to the strategy and deliver against the clear milestones; ensuring appropriate actions and strategic / tactical plans are in place to achieve performance targets.
• Establishing, develop & maintain strong relationships with all Stakeholders including operational management, customers, landlords, design build contractors and suppliers to ensure projects are delivered on time and within budget.
• Leading the Sales / Marketing initiatives to drive yield, customer segmentation conversion, and upsell opportunities through evaluating financial and operational performance.
• Championing and bringing to life the use of technology and systems development to understand dwell times and maximise capacity.
• Continuing to build, inspire and develop a high performing customer service, results orientated team with a real ‘can do’ friendly attitude.
• Reinforcing a KPI driven culture to drive continuous improvement, optimise efficiencies and control costs.
• Driving and supporting the Organisation’s goals on growth and revenue targets.
• Delivering and maximise new opportunities within the UK&I network, supplier base & customer base; to support Swissport’s ambition for the business to become the global leader in its field.
• Driving the preparation of operating budgets and proposals for capital expenditure and investments in infrastructure, technology, assets and resources.
• Reviewing technology options to reduce the cost base and maximise the revenue opportunities.
• Championing Excellence in Customer Service and drive initiatives that ensure our products are viewed as best value in market and the product of choice.
• Monitoring and oversee quality and safety procedures to ensure they are in line with Swissport’s International safety and quality standards.

Qualifications: Key Performance Indicators you will be responsible for:

• Financial performance (revenue, EBITDA, EBITDA margin)
• Operational KPIs (productivity, workforce utilisation (overtime), customer service standards, NPS).

Qualifications and Competencies

• Minimum 5 years’ experience of large, complex customer services/hospitality environments with a solid knowledge of digital and marketing.
• Previous holder of a multi-site P&L and proven track record in over delivery.
• Highly energised & proven self-starter who thrives on delivering results & operating at the highest level of the organisation.
• Experienced Leader, with the ability to inspire and lead a team to success, in a multicultural environment.
• Exceptional Communicator with proven ability to build and maintain strategic stakeholder relationships.
• Excellent Negotiator, able to influence change with customers, partners & stakeholders.
• Entrepreneurial mindset, underwritten by excellent commercial acumen with an advanced understanding of financial measures, strategic analysis, & workforce planning.
• Strong and proven history of problem solving, issue resolution and decision-making skills.
• Proven track record of project / change management and ability to interpret business needs and deliver strategies to drive success.
• Strong understanding of internal customer and external market dynamics.
• Personal and professional integrity of the highest order.
• Willingness to travel.