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- Tasks: Lead training and communication strategies to enhance customer and colleague experiences.
- Company: CAVU creates seamless travel experiences for airport passengers through innovative solutions.
- Benefits: Enjoy 25 days holiday, flexible work options, a bonus scheme, and gym access.
- Why this job: Make a real impact on guest experiences while fostering a supportive team culture.
- Qualifications: Experience in hospitality leadership, training large teams, and excellent communication skills required.
- Other info: We value diversity and encourage all candidates to apply, even if they don't meet every requirement.
The predicted salary is between 36000 - 60000 £ per year.
The role involves ensuring our teams have the capability and tools to deliver a customer-centric guest experience and playing a key part in developing a great colleague experience, which, in turn, enables us to create memorable guest experiences. This includes supporting colleagues by creating meaningful and impactful training and communication strategies, assisting third-party operating and franchise partners in understanding our business expectations for global brand representation, and fostering a spirit of continuous improvement within the business by constantly learning and striving for betterment.
This is an opportunity to directly impact CAVU by the training of all colleagues associated with the delivery of our lounges and the implementation of a continuous improvement culture that has an uncompromised focus on creating great guest experiences, with the foundation stone of a great colleague experience.
About CAVU: For airports, for partners, for people. We are CAVU. Formed from the union of MAGO, MAG USA and our network of direct-to-consumer brands - who together drive market leading passenger spend for airports across the world - we have combined our resources to address evolving passenger needs today and exceed them as we move forward into tomorrow. From our revenue accelerating single platform technology, Propel, through to our world class hospitality venues including Hangar, 1903 and Escape Lounges - our solutions make travel more seamless and enjoyable for passengers and more profitable for our clients and partners.
Role Responsibilities:
- Colleague Training: Responsible for working with the Global Systems and Compliance Manager on colleague training proposition, inputting to the content design process and then taking responsibility for driving its deployment and completion through the front-line of the organisation. Responsible for creating the right learning environment for all colleagues.
- Colleague Communications: Co-ordinate the formation of all key communications to colleagues within your dedicated territory. Support the Heads of Operation in the co-ordination and facilitation of regular live townhall events where all colleagues have the opportunity to learn more, but most importantly, give their feedback and ideas on our business in our efforts to find continuous improvement.
- Third-Party Operations and Franchise Partners: Responsibility for working with our Heads of Operations in ensuring our partner operators, and all their teams, have a clear understanding of our guest experience expectations of our brand, and they are constantly supported to achieve these standards with training support and guidance.
About You:
- Significant operational leadership experience within hospitality and food service environments.
- Significant experience of multi-unit management / involvement.
- Experience of leading and coordinating projects with operational teams.
- Significant experience of undertaking training of large scale teams, both the development, deployment and delivery of these packages.
- Experience of franchise agreements.
- Excellent communication and stakeholder management to senior management level.
- Ability to understand the big picture to bring together a coherent viewpoint based on perspectives of stakeholders from different business areas.
- Knowledgeable at promoting great process, but focused on people.
- Idea generation and workshop leadership and facilitation to manage successful innovation.
- Strong interpersonal skills and ability to work effectively in a team.
- Ability to spot warning signs of potential problems and to problem solve to ensure successful delivery.
- A good eye for detail, but the ability to celebrate progress rather than waiting for perfection.
The Perks:
- 25 Days Holiday, with the option to buy up to 10 more, plus 4 flexible bank holidays.
- 10% Company Pension.
- Annual Bonus Scheme up to 7.5%.
- 2 Weeks Work From Anywhere.
- MediCash Programme.
- On Site Gym.
- A Host of Flexible Benefits & Discounts.
ED&I at CAVU: We are an equal opportunities employer. We do not discriminate based on religion, race, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. If you're reading this and perhaps don't tick every skill then please still make yourself known to CAVU. We'd love to hear from you. We also want to ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, therefore please contact us to request assistance.
Are you ready to reach new heights? Please apply via the link.
Training and Customer Experience Manager employer: Mag
Contact Detail:
Mag Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Training and Customer Experience Manager
✨Tip Number 1
Familiarise yourself with CAVU's mission and values. Understanding their focus on creating seamless travel experiences will help you align your responses during interviews, showcasing how your experience in hospitality can contribute to their goals.
✨Tip Number 2
Network with current or former employees of CAVU on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable when discussing your fit for the role.
✨Tip Number 3
Prepare examples of your past training and leadership experiences that demonstrate your ability to create impactful learning environments. Be ready to discuss how you've successfully managed large teams and implemented training strategies in previous roles.
✨Tip Number 4
Stay updated on trends in customer experience and training within the hospitality industry. Being knowledgeable about current best practices will allow you to speak confidently about how you can drive continuous improvement at CAVU.
We think you need these skills to ace Training and Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in training and customer service management. Use specific examples that demonstrate your operational leadership skills and ability to create impactful training programmes.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences and colleague training. Mention how your background aligns with CAVU's mission and values, and provide examples of how you've successfully led training initiatives in the past.
Showcase Communication Skills: Since the role involves coordinating communications, emphasise your strong communication skills in both your CV and cover letter. Provide examples of how you've effectively communicated with teams and stakeholders in previous roles.
Highlight Continuous Improvement Mindset: CAVU values a culture of continuous improvement. In your application, discuss how you've implemented feedback mechanisms or training improvements in past positions, showcasing your commitment to ongoing development and excellence.
How to prepare for a job interview at Mag
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Training and Customer Experience Manager. Familiarise yourself with the key aspects of colleague training, communication strategies, and third-party operations as outlined in the job description.
✨Showcase Your Experience
Prepare to discuss your significant operational leadership experience within hospitality and food service environments. Be ready to provide examples of how you've successfully managed multi-unit operations and led large-scale training initiatives.
✨Demonstrate Communication Skills
Since excellent communication is crucial for this role, practice articulating your thoughts clearly. Prepare to discuss how you've effectively coordinated communications and facilitated feedback sessions in previous roles.
✨Emphasise Continuous Improvement
Highlight your commitment to continuous improvement. Share specific examples of how you've implemented feedback mechanisms or action plans based on guest satisfaction scores to enhance customer experiences.
