Airport Experience Coordinator

TUI Group is the world’s number one integrated tourism business. Within TUI Group, TUI Airline regroups all airline activities across UK, Nordics, Belgium, The Netherlands, Germany, Spain, Morocco, France, and the Dutch Antilles. The Ground Operations function operates as a multi-disciplinary team of experts driving efficiency and innovation across all aspects of Ground Operations.

As Airport Experience Coordinator, you will coordinate the delivery of customer-focused initiatives across the Ground Ops network, owning various aspects of the Airport Experience for the Ground Operations team. Working with CX colleagues from across the TUI Group, you will represent the Ground Ops team in Group-wide forums and working groups, championing our successes and delivering an effortless and digital airport experience for our customers.

In this role, you’ll report to the Operational Performance Manager. We are happy to consider this role on a hybrid working model in line with local office requirements. There may be some international travel involved.

Applications close 23 April 2023

ABOUT THE JOB

As Airport Experience Coordinator, you’ll be responsible for:

• Delivering airport experience initiatives across the network, working with Region teams to ensure consistent standards are achieved
• Tracking the success of initiatives, feeding learnings into relevant Ground Ops strategic forums
• Engaging with Ground Ops and wider Airline teams to promote Airport Experience initiatives and successes
• Representing Ground Ops at Group-wide customer experience forums, engaging with stakeholders to coordinate improvements in the airport experience
• Acting as the voice of our customer in various Ground Ops working groups and forums
• Interrogating Airport Experience Customer Satisfaction data, identifying trends and using data-based facts to support the delivery of new initiatives
• Coordinating Airport Experience improvement actions across the department
• Owning Ground Ops front-of-house products and customer-facing branding across all Group airlines, ensuring consistent and high-standard delivery across the network
• Promoting and sharing airport experience best practice across the region, creating and delivering training to colleagues and suppliers as required

ABOUT YOU

• Proven operational experience and understanding of customer touchpoints within airport operations
• Customer focused individual, driven to achieve the best possible standards for our customers
• Results driven individual, happy working with data and analytical tools
• An eye for detail, passionate to maintain high standards in everything we do
• Strong communications skills, able to develop new initiatives and convey these clearly and in multiple formats to various audiences.
• Good interpersonal skills, with the ability to build trust, rapport, and productive relationships
• Strong influencing skills, with the ability to promote new initiatives and get the teams on board
• Well-organised, with strong process management & project implementation skills and an ability to establish and work to priorities
• Self-motivated and ability to work independently as well as part of a team
• Role requires strong business English, both spoken and written, and will involve international travel

ABOUT OUR OFFER

• Work in the largest global tourism group with international projects and teams
• Fantastic holiday benefits including discounts & special offers
• Development & career opportunities
• Health and wellbeing support
• Flexible working (understandably, some roles operate out of a specific location & to a set working pattern)
• Plus lots more benefits relevant to the local market that you’ll be based in

We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA.
We really value your interest in TUI and will be back in touch with you shortly after the application closing date.