Job Title: Vice President, Customer Experience and Commercial
Position Overview: The Vice President, Customer Experience and Commercial leads Terminal 4’s commercial department which includes the concessions program which covers 125,000 square feet in the terminal, marketing, and public relations, customer experience, and performance improvement/innovation.
FLSA Status: Exempt
ESSENTIAL DUTIES AND RESPONSIBILITIES:
o Develops, manages, and implements policies, strategies, and procedures for the department including budgeting, planning, and staffing.
o Responsbile for generating and managing all non-aviation revenue for the company, which consists of approximately 70 million dollars, as well as costs (marketing budget, staff, etc.) of approximately 3 million dollars.
o Develops and implements short and long-term strategies that support maximization of non-aviation revenue, enhancement of the customer experience, and ensures organizational performance improvement and innovation.
o Ensures appropriate business plans are developed and executed for each of the department’s functions.
o Provide leadership, guidance, and coaching to the team, inspiring a collaborative, consensus-driven and collegial culture that is high performing and results-focused.
o Defines and implements future-focused strategic departmental objectives pertaining to customer experience and commercial.
o Leads the ongoing planning, budgeting and implementation of space design and optimization strategies.
o Negotiates and manages a variety of vendor and commercial agreements, while working closely with JFKIAT leadership and other stakeholders.
o Ensures departmental compliance and understanding of all JFKIAT standards, goals, policies and organizational structure.
o Manages the continuous updating of relevant knowledge and skills of self as well as staff relating to customer experience, performance improvement, and commercial operations.
Education, Training, and Experience
o Ten years of experience working in a hospitality environment, of which 5 years are in a senior management/director/executive role
o Bachelor’s degree required; Master’s degree in management, business administration, or a related field (or the equivalent career experience) is strongly preferred
o Must be able to pass a criminal background check and obtain and maintain federally mandated security clearances required to work at an airport
PHYSICAL CONDITIONS/WORK ENVIRONMENT:
The Americans with Disabilities Act prohibits discrimination against a qualified individual with a disability. To be qualified for this position an individual must meet the following standards and/or be able to perform the essential functions and activities. The physical activities include being able to move about a two million square foot facility. While performing the duties of this job, the employee is regularly required to travel from floor to floor and in varying outdoor weather conditions. The essential sensory and communicative activities include feeling, hearing, and vision abilities to include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
KNOWLEDGE, SKILLS, ABILITIES, AND OTHER WORK REQUIREMENTS
o Knowledge of retail/restaurant management, sales, marketing, and customer service.
o Performance improvement methodologies and innovation strategies
o Strong communication, customer service, and leadership skills.
o Project Management skills
o Active learning: Understand the implications of new information for both current and future problem-solving and decision-making
o Active listening: Give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times
o Time management: Manage one’s own time or the time of others
o Coordination with others: Adjust actions in relation to others' actions
o Judgment and decision making: Consider the relative costs and benefits of potential actions to choose the most appropriate one
o Ability to integrate department functions into a comprehensive terminal business plan.
o Ability to manage a team with diverse functions.
o Comprehend oral information: Listen to and understand information and ideas presented through spoken words and sentences
o Speak: Communicate information and ideas in speaking so others will understand
o Comprehend written information: Read and understand information and ideas presented in writing
o Write: Communicate information and ideas in writing so others will understand
o Recognize problems: Tell when something is wrong or is likely to go wrong
o Reason to solve problems: Apply general rules to specific problems to produce answers that make sense
o Make sense of information: Quickly make sense of, combine, and organize information into meaningful patterns
Other Work Requirements
o INITIATIVE: Demonstrate willingness to take on job challenges
o LEADERSHIP: Demonstrate willingness to lead, take charge, and offer opinions and direction
o ADAPTABILITY/FLEXIBILITY: Be open to change (positive or negative) and to considerable variety in the workplace
DEPENDABILITY: Demonstrate reliability, responsibility, and dependability an
Job Type: Full-time
- 401(k) Matching
- Dental Insurance
- Disability Insurance
- Employee Assistance Program
- Employee Discount
- Flexible Schedule
- Health Insurance
- Life Insurance
- Paid Time Off
- Parental Leave
- Professional Development Assistance
- Retirement Plan
- Tuition Reimbursement
- Vision Insurance
- hospitality environment: 10 years (Required)
- Temporarily due to COVID-19