Job description
United States, Georgia, Atlanta
Customer Engagement & Loyalty
18-Apr-2022
Ref #: 14143
How you'll help us Keep Climbing (overview & key responsibilities)
Customer Engagement and Loyalty is seeking an individual who will be responsible for supporting the Managing Director and team in leading the day-to- day operations of the fifty-four Delta Sky Club for Delta Air Lines, responsibilities include oversight of the Operations, design and analytics teams.
This individual will bring a strong hospitality and business background, with a critical eye for details, strong leadership, emotional intelligence skills, a strategic thinker, superior analytical skills, acute understanding of P&L management, excellent communication skills and a team player. The position will be based at the Delta Headquarters in Atlanta.
Primary Functions:
Provide strategic and innovative leadership to the Operations, Analytics and Design team
An innovator who can think outside the box and finds solutions to improve the guest experience
A key player in developing long term strategy for the club organization
Oversees and guide our strategy for the different disciplines on the Club team
Foster a strong partnership to maximize results between teams
Regular visits of the club operations to gauge implementation and success of our strategy able to travel up to 50% of the time
Takes responsibility for Club P&L results
Excellent communicator across the organization and externally
Partner with multiple key stakeholders in executing Sky Club strategy including ACS, Corporate Real Estate, SkyMiles, Sales, Network, Marketing, and external vendor partners
What you need to succeed (minimum qualifications)
- 15+ years of experience in successfully leading teams, in a regional role with high volume operations
- Designing and delivering customer-centric world class products
- Executive presence, confidence and strong desire and ability to speak in front of small and large audiences delivering presentations to both senior management and frontline colleagues
- Strong analytical and strategic thinking skills and an ability to balance quantitative analysis with marketing creativity
- Should have demonstrated the ability to evaluate strategic projects, drive business performance while understanding cost implications
- Previous managerial experience and proven track record of leadership and career progression
- Cross-functional collaboration and strong verbal and written communication skills required
- Must be innovative, proactive, flexible and have a strong work ethic to provide credible and quality work products
- Excellent project management skills, able to manage multiple simultaneous high priority projects
- Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc.
What will give you a competitive edge (preferred qualifications)
- MBA preferred
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