Manager, Brand Delivery and Employee Engagement

• 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

• Bachelor’s degree in Marketing, Hospitality, or related field
• Minimum of 5 years' experience in brand management, guest experience, hospitality or airport operations
• Proven success leading brand, service, or employee engagement initiatives across multiple locations
• Experience within premium hospitality, travel, or airport environments is highly desirable
• Experience in evaluating programs or processes and finding areas of improvement, ideally in guest experience or employee engagement
• Strong communication skills, with the ability to clearly convey brand and engagement details across departments and senior leadership
• Excellent organizational skills with the ability to work independently, self-motivate, and manage tasks across teams
• 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

Experience within premium hospitality, travel, or airport environments

• 100% employer paid medical, dental, life & LTD insurance for employees
• 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
• Supplemental Insurance including STD, additional Life
• Priority Pass Membership
• Global Mentoring Program
• Wellness Programs
• Lifestyle Benefits