Director of Regional Operations and Guest Experience

7 days ago

Singapore COLLINSON (SINGAPORE) PTE. LTD. Full time
About Airport Dimensions

Airport Dimensions, part of Collinson, is a global leader in customer benefits and loyalty. With over 30 years of enhancing the airport experience, they provide access to lounges, retail, dining, and spa experiences, offers, and more.

Collinson has created the world's largest lounge membership program, Priority Pass, which offers access to an extensive global lounge and partner network.

Airport Dimensions wants travelers to value their time at the airport. They seek new dimensions in customer engagement through physical experiences and innovative digital services.

About the Role

The Director of Regional Operations and Guest Experience Asia Pacific will establish and drive the guest experience vision, mission, and corporate strategy across AD's global network of airport experiences. This leader oversees AD's ambition to expand within the region, delivering the guest experience and operational efficiency needed for successful lounge networks.

This senior-level manager is responsible for leading third-party providers, optimizing operational capabilities, fiduciary requirements, and delivering on required SLAs.

The role involves developing and overseeing a regional operating budget exceeding $10 million per annum. The Director will focus on improving operational performance, leading to increased customer satisfaction, in-lounge staff engagement, and collaboration, as well as enhanced EBITDA.

Key Responsibilities:

  • Oversee operations of partner entities, establishing best practices consistent with AD procedures, ensuring consistency within a global portfolio of operating lounge businesses.
  • Collaborate with partners to define guest experience and operations strategy, structure, and processes.
  • Review how global systems, tools, and AD propriety materials can be utilized within the region, building operational project plans to implement them within partner organizations.
  • Develop and implement training regimes that ensure business compliance and promote a positive guest and colleague experience within operating entities.
  • Negotiate, manage, monitor, and evaluate third-party provider relationships, leveraging AD's global network expansion.
  • Establish comprehensive goals for operational performance growth and improvement within partners' SLAs, monitored and reported against at multiple levels within the stakeholder structure.
  • Oversee operations and guest experience financial strategy, ensuring budgets and financial allocations align with operational strategic priorities.
  • Manage quarterly and annual budgeting processes and P&L responsibilities.
  • Monitor performance to identify efficiency issues and propose solutions.
  • Work with the AD global team to establish operational benchmarks and resources needed to achieve strategic goals, driving improvements as necessary.
  • Monitor and report customer engagement performance ratings and implement strategic plans for improvements across the AD network.
Requirements

We are seeking a creative visionary who can effectively put plans into action and manage innovation. A track record of successful financial operations management is essential.

The ideal candidate will have executive-level communication and influencing skills, resolving issues, building consensus among diverse internal/external stakeholders, and negotiating conflict.

A minimum of 7 years of experience in a senior leadership role with hospitality operations and guest experience responsibility is required.

The successful candidate will have excellent judgement and problem-solving skills, including negotiation and conflict resolution skills.

Energetic, flexible, collaborative, and proactive, a leader who can positively impact both strategic and tactical initiatives.

Estimated salary: SGD 180,000 - SGD 200,000 per annum.

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