Director, Concessions and Airport Experience

GENERAL SUMMARY

The Director of Concessions and Airport Experience, reporting to the Senior Director of Commercial Enterprise, is responsible for the vision, leadership, and strategic execution required to provide the best possible airport and concessions experience at IND to meet and exceed customer expectations.

This role will focus on all the elements impacting the airport experience / traveler journey, reviewing innovative technology solutions to positively impact passenger experience and the overall passenger journey, and coordinating efforts holistically to propel IAA to ensure the airport experience remains world-class at IND, etc.

ESSENTIAL FUNCTIONS - CONCESSIONS

Alongside the Sr. Director of Commercial Enterprise, leads the determination of strategic initiatives, goals, and objectives for retail concessions, rental car activities, advertising, etc.

Plans, develops, and implements short- and long-term business plans and projects, goals, and objectives that maximize non-airline revenue opportunities while ensuring the highest and best use of commercial space to elevate the customer experience.

Develops strategic lease and space planning analyses to determine future concessions program opportunities.

Seeks out emerging concession concepts that enhance and strengthen the passenger experience with a commitment to a sense of place, quality, innovation, and high customer satisfaction.

Analyzes local, national, and international trends and companies to identify new business opportunities and develops / presents financial cases for those recommended for implementation at IND.

Oversees professional operating environment with clear policies, procedures, and expectations for tenants, business partners, and staff.

Manages leases and contracts with airport tenants / concessionaires to ensure compliance with terms and conditions expressed therein.

Develops and implements strategies for optimizing performance with the goal of meeting or exceeding KPI performance benchmarks.

Directs and manages development and delivery of applicable IAA revenue budgets and P&L performance, as well as development and oversight of applicable capital projects to ensure IAA property / retail assets are developed, preserved, and maintained to ensure maximum desired efficiency.

Responsibilities also include the timely and accurate analysis of revenue, expense, and capital reports to ensure delivery of financial targets and business strategy, along with compliance with all IAA procurement policies, procedures, etc.

Directs the business development activities of the retail concession program, including concept identification and development, drafting solicitations, conducting outreach, evaluating proposals, training evaluation panel attendees, and managing the initial contracting process.

Develops and presents briefs to concessionaries through formal presentations and one-on-one business meetings. Negotiates lease terms with new retail concessions tenants.

Serves as liaison between retail concessionaires and the Finance Department, Public Affairs, Planning & Development, Operations, Public Safety, etc.

including coordination of marketing efforts and / or maintenance requirements. Works with tenants from selection through the construction, build-out, and opening / redevelopment of space or installation of services.

Oversees the Concessions team in researching relevant markets and financial trends to forecast future business activity and develop recommendations.

Analyzes sales, customer service, and incident reports and makes recommendations.

Provide oversight and direction to direct reports : Coach, counsel, mentor, and develop direct reports, including overseeing performance reviews and providing career development planning and opportunities.

Establishes performance expectations and standards for direct reports to achieve or exceed performance metrics and prepare them for the future.

Empower direct reports to take responsibility for their job and goals, delegate responsibility, and expect regular feedback and accountability.

Lead direct reports to regularly exercise the organization’s five (5) Strategic Pillars of Customer Service, Economic Development, Stability & Sustainability, Workforce Development, and Community Engagement.

Coaches, mentors, and challenges direct reports to grow, develop and innovate. Champions continuous improvement, including devising new strategies and new opportunities.

Identifies / implements staff development initiatives that include training and succession planning.

• Works closely with the Concessions Operations Manager to oversee and manage the Rental Car program, which includes customer service monitoring and enhancements, facility management and upkeep, signage, policies and standards, budgeting / P&L performance, space reallocations / capital projects, communication, and preparation for large upcoming events.
• Represents the organization’s positions, initiatives, and interests with a focus on delivering superior customer service;

ensures staff is sufficiently knowledgeable regarding IAA policies and procedures, strategic pillars, and customer service protocols.

• Engages as a leader in the aviation industry through participation on applicable committees, projects, boards, etc.
• Demonstrates leadership through participation in various IAA-supported or sponsored activities and committees.
• Prepares and presents reports to Senior Staff and / or the Board relating to areas of responsibility.
• Perform other related functions as assigned.

ESSENTIAL FUNCTIONS AIRPORT EXPERIENCE :

• Lead (through cross-departmental collaboration) the development and implementation of a multi-year comprehensive plan to enhance the passenger journey and overall airport experience.
• Provide insight and support to Directors, Managers, and Supervisors overseeing the daily airport at IND.
• Create and lead a cross-functional effort of internal team members and external business partners to obtain extensive research to guide IAA in enhancing the passenger journey from the time a passenger purchases a ticket until they take off on that flight and as passengers land at IND.
• Collaboratively develop and implement innovative, technology-driven, airport-wide strategic initiatives to enhance and advance the passenger experience for our business, leisure, and international passengers.

This may include introduction of new amenities, etc.

• Utilize tools managed by other departments (QSM, ASQ, financial, etc.) and consider new tools for outreach to customers and community members to address questions and concerns and ensure IND’s customer strategy meets and achieves the needs of our evolving passengers and community.
• Oversee the development, implementation, and ongoing analysis of customer segmentation, intelligence, and voice of the customer data to improve overall satisfaction and drive positive change.
• Liaise with Guest Services to determine the benefits of a tracking mechanism for customer complaints / provided feedback, as well as repetitive complaints, with a transparent reporting system to identify trends and improvement opportunities.
• Liaise with cross-functional teams to analyze work plans, policies, procedures & guidelines to ensure the running of a safe and efficient operation.
• Work with existing IAA employees who manage business partner relationships across the airport to liaise with their staffing / HR departments to understand workforce challenges better and identify opportunities to positively impact attraction / retention of talent and expand on strong IND culture.
• Identify opportunities to implement service level standards / customer service standards within leases or through coordinated efforts with business partners.

Create incentive and reward programs and identify and implement innovative solutions to drive elevated service levels that enhance the passenger journey.

• Liaise with Guest Services / Public Affairs to pursue and implement an airport-wide customer service training curriculum.
• Create and manage internal IND customer service recognition program (i.e., IND Rose Awards ) to recognize excellence in customer service by IAA business partners
• Build and maintain strong professional partnerships with internal and external stakeholders to ensure effective coordination of matters impacting IND, customers, and the community.
• Continuously improve employee / team engagement and communication by creating strong relationships with direct reports while fostering an environment of diversity, equity & inclusion.
• Responsible for annual budget preparation, ensuring sound fiscal leadership, and identifying cost-effective solutions for projects and initiatives related to the passenger experience.
• When interacting with other departmental employees, decisions will be made in consultation with peer directors in those departments.

MINIMUM REQUIREMENTS

• Bachelor’s degree in business, finance, marketing, or related field.
• Ten (10) years of extensive, increasingly responsible property management, mall, or concession management-level experience in strategic revenue planning and commercial strategy development and implementation, including profit and loss responsibility.
• Ten (10) years of extensive, increasingly responsible, customer service-related experience in public assembly facilities / venues.

Including but not limited to training / leading / directing staff, creating and implementing policy, and reporting to Senior Level Management

• Seven to ten (7-10) years of progressive direct report supervisory experience.
• Strong interpersonal skills with the ability to lead, develop, and direct a cohesive and efficient team.
• Experience working with or in both public and private sectors desirable.
• Established a record of success in increasingly responsible positions as a strategic revenue leader. Proven track record as a top sales / revenue performer, with a focus on high levels of customer service.
• Demonstrated experience developing and closing complex retail / commercial transactions; aviation experience helpful.
• Experience in structuring public and private sector transactions desirable.
• Skill in implementing a change effort or transforming revenue management processes and introducing best practices.
• Demonstrated ability to use tools and methodologies to drive business process improvements and deliver solid business and revenue-generating results.
• Strong analytical skills, with experience building, evaluating, and clearly presenting complex business models.
• Proven management skills and a capability to quickly analyze business problems and diagnose business strengths and weaknesses, identifying key issues and developing strategies and plans.
• Ability to systematically evaluate business opportunities and target those opportunities with the greatest potential for producing positive business results and revenue.
• Ability to prioritize multiple concurrent projects.

This position will work closely with multiple levels of personnel across the airport both internally and externally. It will play a vital role in ensuring IND remains award-winning and world-class.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here represent those that an employee must meet to perform the essential functions of this position successfully.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Physical demands : While performing the duties of this position, the employee is required to walk, sit, use hands to finger, handle, or feel objects, reach with hands and arms, balance, stop, talk, or hear.

The employee must occasionally lift and / or move up to 50+ pounds or more. Specific vision abilities required by the position include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.

File and store information as needed. Work with varied and detailed materials. Operate a motor vehicle with a valid driver’s license and use a computer and other personal assistance devices (tablets or mobile phones) are necessary for this position.

Work environment : The work environment is balanced at 50% office needs and 50% field needs in multiple work locations (terminal, garage, downtown, travel, etc.

The incumbent in this position is expected to work independently and as part of the team.

DIRECT REPORTS

The following positions will report directly to this position :

• Concessions Operations Manager
• Resources to support Airport Experience functions / responsibilities TBD.
30+ days ago