Crew Performance Manager
Joining the Thomson Airways Management Team as a Crew Performance Manager, you will have the full support, direction & development from your Base Performance Manager. You will lead and support a highly engaged Cabin Manager and Cabin Crew community to deliver exceptional on-board service and in-flight retail results. You will constantly be ‘going the extra smile’ and driving people development as well as implementing initiatives which will engage your teams to ultimately improve customers’ holidays and make travel experiences special.You will be the first point of contact for all users of the crew room and will act as a point of contact for any welfare, support and development needs of the crew. You also will be the operational point of contact at base for your colleagues at head office and also for third parties. As part of your daily duties you will ensure the crew room environment & facilities are well presented, safe and meet the operational needs of all our users at all times.You will be expected to perform all day-to-day administration duties ensuring compliance with company, departmental and quality systems; including banking, processing of flight reports and liaison with local ID units to ensure all cabin crew and pilots are in possession of a valid ID, and that ID applications and returns are processed in accordance with local regulations.TUI Group is the world’s number one integrated tourism business. We continue to build a single customer facing team across our airline, contact centre, overseas and retail service teams that will deliver a consistent, contemporary service to every single customer. Joining us will not only provide opportunities for you to grow your management career, but the benefits of being part of an exciting multi-cultural global brand.You will be fully supported by your Base Performance Manager to deliver the very best from your Cabin Managers and Crew.
What you will be doing• As a Cabin Performance Manager you will be responsible for the performance management of our Cabin Managers & Cabin Crew to ensure we are performing to high standards to consistently deliver market-leading on-board service and commercial results. Collaborating with your Base Performance Manager you will ensure that all activity at base is delivered in line with our brand promise and aligned with customer experience to create the world’s best holiday airline. You will continually understand customer requirements and implement initiatives that drive high performance across multiple commercial, customer and employee KPI’s that will ultimately improve the long-term profitability and efficiency of your base, supporting the airline five year plan.• You will proactively discuss opportunities with your Base Performance Manager and regularly monitor your customer and competitor trends to improve business knowledge, drive engagement, deliver sales & service targets and support the overall brand promise that will truly help our customers to ‘discover their smile’.• You will support and develop the talent across your base and communicate regularly with your talent pool to fully support individual career aspirations. You will empower your team of Cabin Managers and ensure that they have the skills and behaviours required to put all customers and employees at the heart of our business. When things go wrong you will lead by example and be confident to step in to take ownership and resolve issues without delay. Furthermore you will take full accountability to drive your own personal development.• Support pilot management in the delivery of key company messages and the engagement of the pilot community at your base when required.• Create a sense of involvement for a remote workforce - using the appropriate channels you will provide regular and timely business updates to your team; ensuring all direct reports are aware of local and national company performance against objectives and targets. Regularly review both customer and colleague feedback and gain first-hand knowledge by undertaking monthly observation flights.• Accountability for all people management issues i.e. attendance levels, conduct, capability, investigations, disciplinary and grievances. Adhering to all compliance and company procedures, health and safety due-diligence and the varying responsibilities of managing your base(s). You will act as on- call manager for the cabin service delivery management team on a rotational basis alongside undertaking any other responsibilities that may be reasonably required.• Build and maintain productive Trade Union relationships with local representatives in base.
What we are looking for• A natural leader, capable of inspiring and motivating a remote workforce.• A proven track record to balance operational excellence, delivery of customer service, commercial and people KPI’s.• Ability to make balanced decisions based on analysis, judgment and experience. Committed to flying with our Cabin Managers and Crew on a monthly basis to gain feedback and engage with our frontline teams.• Willing to continually build and act upon business knowledge, strategies and tactics in the marketplace.• The ability to lead by example confidently and professionally to troubleshoot with perseverance during difficult situations.• Strong communication and presentation skills• Ability to engage and collaborate at all times with colleagues across Europe and our diverse customer base.• Ability to efficiently analyse, prioritise and consistently deliver with attention to detail.• Skilled to coach, develop and performance manage diverse teams.• Takes pride in high personal standards and demonstrates outstanding behaviours.• Leads business change and has the ability to continually embed new technology.• Flexibility to fully support a 24/7 flying programme, and willingness to travel to other locations as required.
Working within TUI groupThomson Airways is the UK’s third largest airline with 61 aircraft operating to over 73 destinations in 20 countries. Thomson Airways was the first airline in the UK to take delivery of Boeing’s 787 Dreamliner and has recently embarked on an ambitious five year plan to become the World’s best holiday airline.TUI UK & Ireland is the UK’s largest tour operator with key brands including Thomson and First Choice. They employ a team of 13,300 employees and serve over 5.2 million customers each year.Help make our customers smile and in return you’ll be rewarded with a competitive salary and ability to join a contributory pension scheme. There are childcare vouchers, shopping discounts, holiday offers and great rates on late notice flights, accommodation & cruises.