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- Tasks: Lead and enhance passenger experiences across UK and French terminals.
- Company: Dynamic company focused on improving customer journeys in aviation.
- Benefits: Competitive salary, travel opportunities, and a vibrant work culture.
- Why this job: Make a real impact on passenger satisfaction and operational excellence.
- Qualifications: Experience in customer service and project management; degree preferred but not essential.
- Other info: Flexible working environment with opportunities for innovation and growth.
The predicted salary is between 36000 - 60000 £ per year.
The Physical Passenger Experience Manager leads the delivery and day‑to‑day performance of all passenger‑facing environments across UK and French terminals, ensuring they meet agreed brand, service and operational standards. The role translates customer insight and business needs into high‑quality physical experiences by coordinating teams, suppliers and project delivery from concept through implementation. It drives continuous improvement through data‑led decisions and strong collaboration across functions to enhance customer satisfaction, consistency and operational performance. Weekly travel between UK and France supports effective oversight and stakeholder engagement.
Deliver improvements across the physical passenger experience, ensuring environments operate as intended and meet agreed standards. Manage end‑to‑end delivery of physical experience projects, coordinating design, planning, implementation and handover. Track and manage project budgets, ensuring spend aligns with priorities and scope. Support the mobilisation and embedding of new suppliers, retail partners and marketing activations. Ensure consistent brand, service and presentation standards, identifying and resolving any gaps. Collaborate with Operations, Marketing, Partnerships, Infrastructure, Technology and other teams to deliver a cohesive customer journey. Manage supplier and contractor performance, including regular reviews informed by audits, insights and customer feedback. Use customer insights, audits, CSAT/NPS data and on‑site observations to identify improvement opportunities. Conduct regular inspections, track actions and report on performance against KPIs. Oversee day‑to‑day readiness and presentation of all passenger‑facing environments. Work closely with Retail and Infrastructure teams to ensure projects and operations align with the customer vision. Identify opportunities for innovation by staying informed on emerging best practices and technologies. Support the implementation of solutions that improve service efficiency and customer satisfaction.
Qualifications & Experience
- Degree‑level qualification desirable but not essential.
- Background in customer or passenger experience within service‑led or operational environments (e.g., aviation, hospitality, retail).
- Understanding of how physical environments influence behaviour and satisfaction.
- Ability to manage projects end‑to‑end and coordinate multiple teams in live operational settings.
- Comfortable using data, audits and insights to support decision‑making.
- Strong communication and stakeholder engagement skills.
- Ability to work flexibly and manage multiple priorities in a dynamic environment.
- Experience managing budgets within procurement or financial frameworks.
- Fluent English essential; French desirable.
If you are interested in applying, please submit your application online by Friday 3rd April 2026. We reserve the right to close this vacancy early if we receive sufficient applications. Therefore, we encourage you to apply as soon as possible.
Please Note: From 1 January 2021, non‑British and non‑Irish nationals who do not already hold a UK immigration status will be required to obtain a visa in order to be able to work in the UK. Before applying for this role, please ensure that you are permitted to apply.
Physical Passenger Experience Manager in Folkestone employer: Getlink
Contact Detail:
Getlink Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Physical Passenger Experience Manager in Folkestone
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work in passenger experience. A casual chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your past projects in customer experience. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Be proactive! If you see a company you love, don’t wait for them to post a job. Reach out directly and express your interest in working with them. You never know what opportunities might arise!
✨Tip Number 4
Keep learning! Stay updated on the latest trends in passenger experience and customer satisfaction. This knowledge can set you apart during interviews and show your commitment to the field.
We think you need these skills to ace Physical Passenger Experience Manager in Folkestone
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer or passenger experience. We want to see how your background aligns with the role of Physical Passenger Experience Manager, so don’t hold back on showcasing relevant projects!
Showcase Your Data Skills: Since this role involves using data to drive decisions, include examples of how you've used data insights in past roles. We love seeing candidates who can demonstrate their ability to make data-led improvements!
Highlight Collaboration Experience: This position requires strong collaboration across various teams. Share specific instances where you’ve successfully worked with different departments or stakeholders to achieve a common goal. We’re all about teamwork at StudySmarter!
Apply Early!: Don’t wait until the last minute to submit your application. We encourage you to apply as soon as possible through our website. The sooner we see your application, the better your chances of standing out!
How to prepare for a job interview at Getlink
✨Know the Passenger Experience Inside Out
Make sure you understand the key aspects of passenger experience in both UK and French terminals. Familiarise yourself with how physical environments can impact customer satisfaction and be ready to discuss specific examples of how you've improved experiences in previous roles.
✨Showcase Your Project Management Skills
Be prepared to talk about your experience managing projects from start to finish. Highlight any relevant examples where you coordinated teams, managed budgets, or delivered improvements in a live operational setting. Use data to back up your achievements!
✨Demonstrate Strong Communication Abilities
Since this role involves collaboration across various teams, practice articulating your thoughts clearly. Think of examples where you've successfully engaged stakeholders or resolved conflicts, and be ready to share these during the interview.
✨Stay Updated on Industry Trends
Research emerging best practices and technologies in passenger experience management. Being knowledgeable about current trends will not only impress your interviewers but also show that you're proactive about continuous improvement and innovation.