Job Details
Salary: Competitive
Hours: Full Time
Location: LHR Clubhouse and VHQ primarily with regular travel to our other Clubhouses and 3rd party lounges
Contract: Permanent
Closing Date: 14th May 2025
In a nutshell
A dynamic, visible, and influential role leading a global team that delivers our outstanding customer and brand experience throughout our Clubhouses.
You will pioneer the delivery of unrivalled service within our clubhouse and third-party lounge network – never losing sight of delivering for our guests – leveraging a thirst for improvement you will seek innovation and creativity to ensure we deliver on our guest’s expectations and that we achieve our revenue and cost targets.
You will also be gifted at influencing – including a broad array of internal and external stakeholders, with the attention to detail and energy required to pivot at pace and provide recommendations that match the needs of our customers and business.
Are you a skilled leader of customer service and hospitality professionals – with the proven ability to lead a 100+ FTE through both direct and indirect management, to ensure both customer and colleague satisfaction and revenue targets are exceeded?
Can you deliver for our guests, lead our people, and ensure the Clubhouses play their part in our vision of becoming the Most Loved Travel Company and Sustainably Profitable? If so, this might be the role for you.
Day to day
- Lead a global team of over 100 professionals with energy, strategic direction and passion to ensure we achieve our ambitions and guest experience consistently around the Clubhouse network
- Be dedicated to improving our customer proposition, seeking out new opportunities to innovate and develop our experiences leading on new clubhouse or lounge projects, ensuring on time, to budget delivery - whilst managing new initiatives both internally and with suppliers.
- Develop and then deliver the plans to achieve our stretching VoC targets delivering the ‘how’ of our Clubhouse and Lounge strategy notably by inspiring the global (predominantly shift hours team) by story telling the Company strategy into deliverables.
- As a developed people leader, you will deliver on our people plans to increase happiness, retention and engagement ensuring team play across: Airports, Clubhouses and Network Operations Leadership Team.
- Insisting on a culture of high performance, you will ensure target success and take accountability for revenue performance contributing directly to the department and companies EBITDA - specifically seeking new commercial opportunities to grow revenue and reduce cost with an entrepreneurial spirit.
- Understanding the commercial impetus required to partner effectively with suppliers, internal stakeholders, and JV partners. You will implement and report operational improvements /ROI. You will continue to evolve all relationships with operationally astute SLAs– seeking areas to always drive cost benefits and service improvement.
- You will also be skilled and comfortable in a B2B sales role where you will lead and champion the commercial performance of our Clubhouses to ensure revenue targets are met whilst never impacting the Virgin Atlantic experience for our guests.
About you
- You will be a charismatic, skilled and experienced multi-site leader, who can influence and drive performance globally whilst being an approachable and empathic to all colleagues.
- You will have evidence of leading and evolving a contract of significant value with a supplier/s to demonstrate true partnership working.
- You can demonstrate where you have interpreted complex reporting to drive commercially effective decisions and can bring to life these examples and the ROI/impact on the enterprise.
- You will have a depth of experience of commercialization and leading new and innovative revenue streams.
- You can show how you have shaped a long-term strategy to deliver a 5* experience within an operational / hospitality environment – with distinct high-performance culture.
Internal info
Hiring manager: Suzanne Roddie
Global grade: F
Our recipe for leadership
At Virgin Atlantic, we believe in empowering our teams to thrive. Our leaders are committed to fostering a culture of collaboration, innovation, and excellence. We prioritise transparency, integrity, and accountability in everything we do, setting the standard for others to follow. Our purpose and values help create a culture of fairness, trust, and mutual respect that we are proud of.
This year, we set our CEO Shai a challenge to distill his leadership principles and belief into something simple and intuitive that would connect with our people. Something that would create a common language and behaviours to help our leaders succeed in achieving our collective mission of becoming the most loved travel company and sustainable profit. Our Leadership recipe is the definition of what it means to be a leader here at Virgin Atlantic - something just for us! Want to know more click here https://careersuk.virgin-atlantic.com/leadership to understand the 20 ingredients that we all live by at Virgin Atlantic.
References
Visible links
1. https://careersuk.virgin-atlantic.com/leadership
Be yourself
Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.
To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, ([email protected]) feeling confident that we’ve got your individual considerations covered.