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Collinson Silos and Feeding Solutions · 1 month ago

Manager, Brand Delivery and Employee Engagement-Airport Dimensions

Kanosh, UT

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. The Manager, Brand Delivery and Employee Engagement will ensure that every guest experience embodies the brand’s commitment, translating brand strategy into operational standards and overseeing employee engagement efforts across lounge networks.

AgricultureConstructionManufacturingSales

Responsibilities

Translate brand guidelines into actionable, operational & design standards that enhance the customer journey

Champion the guest experience across every lounge, ensuring brand standards are requirements are met while engaging with in-lounge leaders and front-line team members

Conduct brand and hospitality audits, identifying opportunities for continuous improvement

Collaborate closely with internal and external training experts to identify key areas of focus and assist in developing an actionable, deliverable training strategy

Hold all in-lounge, above lounge, and front-line team members accountable for brand delivery, to include service, design, guest-facing collateral, and food and beverage requirements

Act as a brand ambassador monitoring and analyzing guest feedback, CSAT metrics, and compliance data, driving continuous improvement

Partner with cross-functional teams to align on brand delivery and guest experience goals

Work alongside internal and external stakeholders to identify best practices for communication, brand delivery tools, new team member onboarding, and new and existing delivery programs

Lead brand implementation and training for new lounge openings and refurbishments ensuring seamless integration of all brand standards

Develop and implement employee engagement programs that reinforce brand values, ensure our team members feel heard and cared for, and celebrate service excellence and life events

Collaborate with stakeholders to design initiatives that strengthen team culture, recognition, and pride in our brand, ultimately leading to increased employee engagement and retention

Act as a brand ambassador and culture lead, inspiring staff through hands-on training, orchestrating workshops, and internal communication tools

Assist in development and ongoing management of annual and bi-annual employee engagement surveys, ensuring meaningful delivery and actionable results

Experience in evaluating programs or processes and finding areas of improvement, ideally in guest experience or employee engagement, leading to increased efficiency and delivery

Develop communication channels with in-lounge leaders and team members to ensure the areas of focus needed are front of mind and action plans are clearly communicated and are front of mind

Track key metrics such as CSAT and employee engagement scores to track and document progress alongside continuously evolving priorities

Strong communication skills, with the ability to clearly convey brand and engagement details across departments and senior leadership

Partner with cross-functional teams such as Operations, Marketing, and Guest Experience to align brand delivery and employee engagement goals

Represent the brand in airport, airline, and partner meetings, promoting a strong focus on guest and employee experience

Excellent organizational skills with the ability to work independently, self-motivate, and manage tasks across teams, ensuring deadlines are met and processes are completed efficiently

Strong attention to detail, ensuring that processes are accurate and compliant

Entrepreneurial mindset, able to be proactive and organized while driving projects independently with minimal supervision

Passion for hospitality with a deep commitment to creating exceptional guest and employee experiences

Adaptable and able to thrive in a fast-paced, evolving environment

Qualification

Brand managementEmployee engagementGuest experienceHospitality experienceProcess improvementCommunication skillsEntrepreneurial mindsetOrganizational skillsCollaborationAdaptability

Required

Bachelor's degree in Marketing, Hospitality, or related field

Minimum of 5 years' experience in brand management, guest experience, hospitality or airport operations