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Director Travel Services UK Ireland

JOB SUMMARY
 
Reporting to the COO Ground Handling UK with a dotted line into the VP Global Lounges, the Director Travel Services will have Profit and Loss responsibility for UK & Ireland lounge network and Airport Agencies products. Additionally, the role will be responsible for maintaining multilevel stakeholder relationships with business partners and customers to maximise development opportunities ensuring long term sustainability for Travel Services, whilst providing effective leadership of the Regional Travel Services team based in Runcorn and unit managers in both disciplines.
 
JOB RESPONSIBILITIES 

• Joint responsibility for Profit and Loss (matrix) with Station and Regional Management. Support Station / regional management in leading and developing Travel Services.  
• Reporting against the Notional Profit and Loss of the Travel Services suite of products ensuring budgetary targets are met and exceeded.  Ensure appropriate actions and strategic plans are in place to achieve performance targets in partnership with the dedicated finance resource. 
• Maintaining Health & Safety within the Travel Services suite of products ensuring, but not limited to, the Food Safety Management System (FSMS) is up to date and audited accordingly with all lounges achieving a “5 star” local authority rating.  All Standard Operating Procedures (SOP’s) and Risk Assessment’s to be up to date and appropriate for all Travel Services functions. 
• Coordinate / lead business activities with our Joint Venture partners (Collinson Group) within, Swissport ALD Limited, including undertaking regular reviews and the board actions as required. 
• To direct as well as actively take part in the project management of the lounges build, development and refurbishment program.   
• Maintain and develop strong relationships with all stakeholders including operational line management, landlords, design practises, contractors and suppliers to ensure projects are delivered on time and within budget.  
• Sustain current network on a long-term footing with appropriate agreements being in place for tenancy, supply chain and maintenance to ensure our products always look their best in front of the consumer and business partners. 
• Identify and maximise new opportunities within the UK&I network, to support the regional and global ambition for the business to become the global leader in its field.   
• Establish the products in new footprints within the region ensuring market growth is catered for and developed appropriately to its demographic needs. 
• To champion excellence in customer service and drive initiatives that ensure our products are viewed by those who use them to be the best in market and the product of choice. 
• Review alternatives and develop a long-term future strategy for the Airport Agencies product.  This could include development of new markets with investment into new tools to do this or focussing on core activity to integrate into Ground Handling. 
• Continually seek opportunities to develop products so that what is offered is always relevant and innovative within its arena ensuring it never falls behind that of the competition. 
• Lead / co-ordinate the sales / marketing initiatives and departments ensuring the following:
  • All agreements are current and renewed favourably
  • We have a strategy that drives our own sales channel in a direction that we will become our own second biggest customer in terms of revenue
  • Manages and develops customer service activity, meaning our effort is responsive as well as proactive.
  • Works on the development of yield orientated strategies rather than continually relying on market growth. 
• Work with the VP Global Lounges to ensure the product and brand is always positioned favourably as well as being in line with Global Development strategy.  Assist in projects that may sit outside the UK&I region for the benefit of network development and sustainability. 
• Develop the existing team so they realise their true potential within the business and ensuring there is always a succession opportunity that will maintain departmental continuity. 
• Maintain excellent internal relationships so that the Travel Services products are supported as well as promoted appropriately.  Provide adequate data and information to the COO Ground Handling UK to ensure the Travel Services products are reported at Regional Executive Level. 
• Play an active part in delivering the company strategy and vision for Swissport 2020 maintaining the four pillars of Safety, Engagement. Simplicity and Process.

QUALIFICATIONS AND COMPETENCIES 

• Self-motivated character who thrives on delivering results. 
• Leadership experience in a multi-cultural, international business environment. 
• Proven track record of project / change management and ability to interpret business needs and deliver strategies that drive success. 
• Minimum 5 years’ experience of large, complex customer services environment. 
• Strong analytical implementation and problem-solving skills. 
• Excellent commercial acumen with ability to negotiate and influence customers, partners along with other stakeholders. 
• Excellent interpersonal skills. 
• Willingness to travel. 

Note: This job description summarises the main aspects of the role, but does not cover all the duties that the job holder may be required to perform. Therefore, the job description is a minimum standard. It is not a statement of all that the job does or may entail and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.

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