Director, Operations, APAC

Airport Dimensions is part of Collinson, acknowledged as a global leader in customer benefits and loyalty.

Collinson has been enhancing the airport experience for over 30 years, with access to lounges, retail, dining, and spa experiences, offers and more. Creators of the world’s largest lounge membership program, Priority Pass provides access to an extensive global lounge and partner network.

Using their expertise and products to craft customer experiences. Collinson’s range of services helps global brands acquire, engage, and retain choice-rich customers.

Airport Dimensions Overview

Airport Dimensions want travellers to value their time at the airport. They continuously seek ways to open new dimensions in customer engagement - using a mix of enriching physical experiences and innovative digital services. From comfortable lounges to restful sleep pods, from convenient food ordering to contactless collection of duty free, Airport Dimensions help improve the travel experience while critically helping airports maximize non-aeronautical revenue opportunities, retain airlines, and become more competitive.

Airport Dimensions has a rapid growing network of locations at the world’s leading airports across the United States, United Kingdom, Middle East & Asia Pacific. Under our brands The Club, Club Aspire, Chase Sapphire Lounge by The Club, No 1 Lounges and sleep ’n fly, Airport Dimensions provides award-winning hospitality services tailored to the specific needs of passengers and has developed value-added experiences for over 50 airport and airline partners.

Purpose of the job:

• The Director, Operations Asia Pacific establishes and drives the guest experience vision, mission, and corporate strategy across AD’s global network of airport experiences.
• This position is responsible for development and oversight of a regional operating budget in excess of $10m (£8M) per annum.
• The Director, Operations Asia Pacific is responsible for senior level management of AD’s third-party providers ensuring we are optimizing operational capabilities, fiduciary requirements and delivering on required SLAs.
• Together with other senior internal and external management, the Director will focus on issues of major significance, setting company goals and developing business strategies.
• This position will facilitate the development of AD’s interests in the region, compliantly, profitably and sustainably.

Key Responsibilities:

• Overview the operations of partner entities establishing best practices commensurate with AD operating procedures.
• Work with and influence partners to define guest experience and operations strategy, structure, and processes.
• Review how global systems, tools and other AD propriety material can be best utilised within the region.
• Review, develop and implement appropriate training regimes that ensure business compliance.
• Negotiate, manage, monitor and evaluate third-party provider relationships.
• Set comprehensive goals for operational performance growth and improvement.
• Oversee operations and guest experience financial strategy ensuring budgets align to priorities.
• Manage the quarterly and annual budgeting process and P&L responsibilities.
• Monitor performance to proactively identify efficiency issues and propose solutions.
• Promote a culture of high performance and continuous improvement.

Knowledge, skills and experience required:

• Must excel at strategic thinking and be open to new perspectives.
• A track record of successful financial operations management.
• Executive-level communication and influencing skills.
• A minimum of 7 years’ experience in a senior leadership role with hospitality operations and guest experience responsibility.
• Excellent judgement and creative problem-solving skills.
• Energetic, flexible, collaborative, and proactive; a leader who can positively impact initiatives.
• Excellent decision-making skills with the ability to delegate tasks appropriately.
• Critical thinker with ability to multi-task and balance conflicting priorities.

Person Specification:

The Director, Operations Asia Pacific Region is an exemplary leader with superb business acumen and a sound understanding of guest experience and operations delivery. They are strategic with a focus on detail and turn strategic vision into operational and financial success. They have exceptional communication skills and recognize the value of each team member and the importance of a strong team.