Director, Club & Lounge Commercial Programs ID-5453
Description
Find your future at United! We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000+ connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.
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Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.
Create what’s next with us. Let’s define tomorrow together.
Our Marketing and Loyalty team is the strategic force behind United’s industry-leading brand and experience, supporting revenue growth by turning customers into lifelong United flyers. Our marketing communications, market research and brand teams drive travelers’ familiarity and engagement with the United brand. Our product, design and service teams bring the signature United brand to life in our clubs and onboard our aircraft, ensuring a seamless, premier experience. And when customers choose United again and again, that’s because the loyalty team has been hard at work crafting an award-winning program. Our loyalty team manages United MileagePlus®, building travel and lifestyle partnerships that customers can engage with every day, and works with our Star Alliance partners to ensure United can take you anywhere you want to go.
United Airlines is seeking a dynamic and experienced Director to lead our United Club and Polaris Lounge commercial portfolio. This senior level role is responsible for overseeing the strategic direction of the club and lounge network including memberships, pricing, and policies as well as customer amenities and experiences, ensuring they meet the highest standards of quality and service for our premium customers.
Key Responsibilities:
· Lead the strategy team to identify new market opportunities and create long-term plans that align with United Airlines overall business objectives.
· Develop and implement a comprehensive marketing and partnerships strategy to enhance the visibility and value proposition of the United Club and Polaris Lounges.
· Oversee data analytics and demand planning to optimize club and lounge usage and customer satisfaction.
· Drive innovation in products and services offered within the club and lounges portfolio, ensuring they reflect the needs and preferences of our customers.
· Collaborate with cross-functional teams to ensure the company has adequate facilities to meet customer demand while providing a seamless customer experience.
· Manage the P&L for the club and lounge portfolio, ensuring financial targets are met or exceeded.
· Foster a culture of continuous improvement, encouraging feedback and implementing changes that enhance the customer experience.
· Lead, mentor, and develop a high-performing team dedicated to hospitality excellence and customer service.
This is a hybrid role based out of our Chicago headquarters.
Qualifications
What’s needed to succeed (Minimum Qualifications):
· Bachelor’s degree in business administration, marketing, hospitality or a related field
· 10+ years of relevant work experience
· Relevant experience in guest experience management or a comparable role with a successful record of boosting customer satisfaction in hospitality settings
· Proven leadership experience in a senior management role, preferably within the airline or hospitality industry.
· Strong background in marketing, strategic planning, and partnership development.
· Expertise in data analytics, demand planning, and financial management.
· A customer-centric mentality with a track record of enhancing customer experiences.
· Excellent communication and interpersonal skills, with the ability to engage and influence partners at all levels and cross-functionally.
What will help you propel from the pack (Preferred Qualifications):
· Experience in hospitality design including floor plans, front & back of house flow evaluation, signage and FF&E design.
The base pay range for this role is $155,895.00 to $212,410.00.
The base salary range/hourly rate listed is dependent on job-related, non-discriminatory factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.
You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.
United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.
