Star Alliance is the world’s largest airline alliance.
The vision of Star Alliance is “to be the leading global alliance for the high-value international traveler and the mission of the organization is “to contribute to the long-term profitability of its members beyond their individual capabilities.” The Star Alliance headquarters in Singapore, coordinates the global activities of the Alliance including managing joint projects on behalf of its 26 member airlines.
In your capacity as Manager, Lounges, you will report to the Director, Connections Experience, working in close liaison with the Star Alliance member airlines as well as internal and external stakeholders. This is a challenging role for the successful candidate who is motivated to drive Star Alliance’s front-line product, particularly exceling, and having a passion in the passenger-facing realm.
This is a position in the Customer Experience business unit which consists of three other subunits: Airport Experience, Loyalty Experience and Booking Experience. The Connections Experience unit focuses on improving and enhancing the end-to-end experience for passengers throughout their various touchpoints and customer journey.
Job Summary/ Requirements
- Lead the delivery of a seamless Star Alliance Lounge experience by overseeing all lounge-related activities
- Lead quality management duties for the lifecycle activities of Star Alliance Branded lounges and Member-Carrier lounges
- Review and update Star Alliance Branded Lounge product and service standards documents according to current need and governance
- Develop and analyze business models to deliver new Star Alliance Branded Lounges across the network
- Develop partnership business models with third party lounge operators for Star Alliance Branded Lounges and/ or Member Carriers’ lounges
- Implement and monitor common lounge policies and product standards and ensure full compliance across all members
- Coordinate the policies and standards for common use Member Carrier lounges and common use Third-Party Contract lounges
- Manage all lounge-related content on Star website/ mobile application and lounge finder API and work closely with IT vendor(s)
- Identify business, training, and communication requirements for staff employed in all Star Alliance branded lounges
- Spearhead and collaborate with Star Alliance carrier expert groups to discuss lifecycle topics and solve day-to-day operational matters
- Chair and manage working groups and all lounge-related meetings with members and provide guidance and support in their operations and administration functions
- Create monthly and quarterly project reports based on Lounge statistics for dissemination
- Work with supporting functions to develop and execute lounge marketing plans in the event of a launch or project implementation
- Identify opportunities and gaps in the network to ensure a strategic footprint
Your Profile
- Graduate in business administration, management or equivalent practical experience
- Strong stakeholder management skills
- Minimum 3 years of experience in airport lounge operations, systems and products
- Sound knowledge of airline support functions and the inter relationships with airport services departments and lounge operators
- Good knowledge of digital trends and technologies in the service and aviation industry
- Demonstrable evidence of previous achievement in managing projects, including research collation of data, analysis and presentation of results
- Excellent understanding of financial planning, business development and budget techniques including business case preparation
- Sound working IT knowledge, especially MS Office package
- Experience in multicultural environment and high adaptiveness
- Willingness to travel
- Fluent verbal and written communication skills in English
- Excellent communicator to both individuals and groups, as well as all levels of management
We Offer
- Full-time position based in our Singapore office
- Travel Benefits
- Comprehensive medical & dental benefits
This is a unique opportunity for highly skilled professionals to apply their talent, creativity, and dedication to a global team focused on delivering value to frequent international travelers who travel on our member airlines.
If you believe you are the perfect candidate, then allow us to get to know you and submit your CV to [email protected].
