Crew Performance Manager

Wagon Plastron; Leiden; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Meal vouchers

Job summary

Wagon Plastron, a dynamic company delivering onboard crew and passenger services on international night trains across Europe, is seeking a Crew Performance Manager. In this coaching People Manager role you will oversee Train Managers and crews, ensure consistency with hospitality standards, and bridge day-to-day operations with management.

You will lead on-the-job coaching, monitor service quality and SLA adherence, implement onboard processes, and drive performance improvements.

Qualifications

• Strong hospitality focus with attention to quality and detail.
• Coaching People Manager who motivates, supports, and develops teams.
• Fluent in Dutch, French, and English; German knowledge is a strong asset.
• Structured, process-oriented approach with clear follow-up and performance monitoring.
• Willingness to travel frequently by train and operate autonomously.
• Experience in hospitality, operations, crew management, or coaching is valuable.

Responsibilities

• Coach and support Train Managers and onboard crews.
• Monitor service quality and adherence to SLA across trains and routes.
• Provide on-the-job coaching, observations, and feedback sessions.
• Audit and improve onboard processes for consistency.
• Report on performance, improvements, and corrective actions.
• Support onboarding and training programs for new crew and Train Managers.
• Maintain a standardized way of working across all trains and teams.
• Collaborate with management to drive daily operational impact.

Skills

Hospitality mindset

Coaching leadership

Train management

Multilingual Dutch French English

Job description

Wagon Plastron is a dynamic company specializing in hospitality services, providing onboard crew and passenger services on international night trains to various European cities and tourist destinations.

For our international rail projects in the tourism sector, we are looking for a Crew Performance Manager (CPM).

As a Crew Performance Manager, you are a coaching People Manager with supervisory responsibilities. You oversee the quality, consistency, and performance of the onboard teams. You are the direct manager of the Train Managers, who report directly to you, and you act as the link between the day-to-day onboard operations and the management team

As CPM, you ensure that all crew members work in a consistent, professional, and hospitality-driven manner, following established processes and service standards. You maintain a visible presence in the field, provide on-the-job coaching, and make adjustments where necessary

Coach and support Train Managers and onboard crews

Act as a coaching People Manager with a strong focus on both development and performance

Monitor and continuously improve service quality and operational execution

Monitor and follow up on SLA's

Implement and optimize onboard processes

Conduct inspections, observations, and feedback sessions onboard trains and along the route

Provide constructive feedback to both individuals and teams

Ensure a consistent way of working across all trains and teams

Report on performance, areas for improvement, and corrective actions

Participate in the onboarding of new crew members and Train Managers, and contribute to training and development programs

Who you are

You have a strong hospitality mindset and pay close attention to quality and detail

You are a coaching People Manager who motivates, supports, and develops teams

You are fluent in Dutch, French, and English; knowledge of German is a strong advantage

You combine people-focused leadership with clear follow-up and performance monitoring

You communicate clearly and provide effective feedback

You work in a structured and process-oriented manner

You are highly flexible and willing to travel frequently by train

You are comfortable working in a role with responsibility and autonomy

Experience in hospitality, operations, crew management, or coaching is a strong asset

What we offer

A key role within international rail projects with clear responsibilities

The opportunity to actively shape quality, processes, and people

A competitive salary package, supplemented with additional benefits such as meal vouchers and more

A varied and dynamic working environment where no two days are the same

Close collaboration with management and a visible impact on daily operations

A committed team where collaboration and professionalism are at the core