Training and Customer Experience Manager

TN United Kingdom; Manchester; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

A forward-thinking company is seeking a Training and Customer Experience Manager to enhance guest experiences at Manchester Airport. This role is pivotal in creating impactful training programs and fostering a culture of continuous improvement among colleagues. You will play a significant part in ensuring that all staff are equipped with the skills and knowledge necessary to provide exceptional service. With a focus on operational excellence and team development, this position offers a unique opportunity to make a lasting impact in a dynamic environment. Join a team dedicated to redefining customer experiences in the aviation sector.

Benefits

25 Days Holiday

10% Company Pension

Annual Bonus Scheme up to 7.5%

2 Weeks Work From Anywhere

MediCash Programme

On Site Gym

Flexible Benefits & Discounts

Qualifications

• Experience in hospitality and food service environments.
• Proven track record in training large teams effectively.

Responsibilities

• Develop and implement impactful training and communication strategies.
• Coordinate key communications and facilitate town hall events.

Skills

Operational Leadership

Project Coordination

Training Development

Stakeholder Management

Interpersonal Skills

Education

Degree in Hospitality Management

Relevant Certifications

Job description

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Training and Customer Experience Manager, Manchester

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Client:

MAG

Location:

Manchester, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

240f69661979

Job Views:

8

Posted:

28.04.2025

Expiry Date:

12.06.2025

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Job Description:

Training and Customer Experience Manager

Manchester Airport / Hybrid

Permanent

Whats the role?

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.

Whats in it for you?

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 a 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.

Our name is taken from the aviation, meteorology term, Ceiling and Visibility Unlimited, which designates the perfect flying condition.

More than just a name, CAVU is our mindset. It represents all that we stand for. Our proud aviation heritage, our drive to push boundaries, and the very essence of what we do: creating seamless, enjoyable travel experiences for airport passengers.

Together, we can reach new heights. Together, we are CAVU

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. For most, that will mean facilitating the right spaces and equipment whereas for some, it will mean being on hand to offer additional support and 1-2-1 coaching as we strive to crate a more inclusive and diverse team

Colleague Communications

• Co-ordinate the formation of all key communications to collagues within your dedicated territory. Whilst General Managers and Heads of Operation will lead communications on a daily basis, there is a need for regular nationwide comms that require greater co-ordination for consistency of message.
• To 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.
• To analyse guest satisfaction scores and feedback, creating meaningful action plans where improvements can be driven by in-lounge teams instantly.
• Responsible for supporting your line manager who holds operational responsibility for the successful launch of all new locations within the allocated territory. The growth of our network is a strategic priority for CAVU over the next few years with a significant pipeline of growth already secured that will provide the opportunity to support on the growth of our business and undertake many of the above responsibilities from the beginning of this growth journey.

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.

Did you know that some demographics may be less likely to apply to job adverts than others? For example, women are likely to apply only if they fit all of the skills listed. If youre reading this and perhaps dont tick every skill then please still make yourself known to CAVU. Wed 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.