Manager - Partnership Operations - Airport Dimensions

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities:
Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include:
Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, Easy Jet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

The Manager - Partnerships Operations has responsibility for the successful delivery of the guest experience, hospitality delivery and financial operating performance for all partnership branded airport lounge and program project locations within the Americas. This position oversees and manages the development of future projects as well as the performance of third-party vendors to ensure consistent and successful delivery of contracted Service Level Agreements (SLAs) and exceptional guest experience delivery.

Success in this role requires effective collaboration across multiple business functions within Airport Dimensions and the Partnership stakeholders; oversight and management of third party providers.

This individual is highly motivated and works endlessly in the pursuit of better. They are a refined professional with an uncompromising customer service focus. A critical thinker with the ability to evaluate options accurately and establish priorities, anticipating outcomes and foreseeing logical consequences. To excel in this role, you must be approachable and detail-oriented with proven premier hospitality management work experience.

The ideal candidate also demonstrates excellent communication, interpersonal skills and partnership management.

• Oversight and management of third-party providers to ensure operational requirements are consistently delivered and all SLAs are consistently achieved.
• Key point of contact with Partnership stakeholders regarding delivery of guest experience and operational expectations across Partnership program network.
• Establish collaborative working relationship with Partnership stakeholders representing Airport Dimensions best interest within the daily working groups and at the senior manager level.
• Liaise directly on a pro-active and reactive basis with Partnership operations and guest experience staff, airport authorities, airlines, internal stakeholders, lounge clients, third-party provider executives and lounge staff to ensure successful lounge operations.
• Establish and successfully manage vendor relationships.
• Actively participate in the development of Guest Experience amenities to ensure operational feasibility.
• Collaborate with Design & Construction, Finance, Guest Experience and Business Development disciplines within Airport Dimensions.
• Manage operational costs against budget and take action to identify positive and negative…