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.
• Continually assessing opportunities for alternative lounge options across our network, which drive optimal customer proposition within budgets, leveraging synergies across IAG. Target the move to sustainable alternatives for lounge consumables and to drive the move towards greater waste reduction and recycling within Aer Lingus lounges.

We are looking for an individual with experience / qualifications in the following areas:

• 5+ years management experience.
• Experience leading airline or airport lounge operations, or an equivalent high-end hospitality environment.
• Proven experience in cost management.
• Experience in driving the highest levels of premium customer experience and demonstrated customer satisfaction levels.
• Excellent organisation skills, with good attention to detail.
• Decisive and critical thinking, with proven problem-solving abilities in a fast-paced and challenging operational environment.
• Excellent communication skills with the ability to produce high-quality reports and presentations up to executive management level.
• Proven experience in budgets and cost management.
• Proven experience in managing and delivering successful projects and change management.
• Customer focussed, and ability to interpret customer data and insights.
• Excellent interpersonal and influencing skills.
• Highly motivated, confident, and comfortable taking own initiative with commitment and flexibility as may be needed in a 24x7 operating environment, with the need to travel as required.
• Fluent in English, both written and spoken.
• Eligible to live and work in the EU. 
• Current unrestricted worldwide passport.
• Provide three verifiable references.
• Able to pass a five-year security background check as this role is based in Dublin.

Closing Date: 26th of February 2025

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. If you have any questions or require any accommodations to support you in your application, please contact us at recruitaerlingus.com.