Experience Manager, Delta Sky Club id-21899
United States, Georgia, Atlanta
Customer Engagement & Loyalty
07-Apr-2025
Ref #: 28148
How you'll help us Keep Climbing (overview & key responsibilities)
This position is responsible for supporting, managing, and executing various initiatives that define the Delta Sky Club (DSC) and Delta One experience. The role contributes to the operations of the DSC, the Regional Operations Managers, and the Service Partner leaders (SodexoMAGIC and Compass Group) in achieving brand consistency and innovation. In collaboration with Delta Supply Chain Management, the Delta Sky Club Experience Manager will manage vendor and service partner relations and monitor food and beverage program offerings to ensure strong execution. Understanding the competitive marketplace and the financial impact of product decisions is a key component of the role. This role supports the brand and works cross-functionally with other Delta departments, including Supply Chain Management, Finance, Marketing, Onboard Services, and Sales.
The Delta Sky Club Experience Manager will provide day-to-day direction to the Sky Club Marketing Specialist and the Sky Club Training Specialist (a position planned for the future). This position will work with the DSC senior team in overseeing current clubs and additional new builds planned.
Based at the Atlanta GO, the Delta Sky Club Experience Manager will report to the Director of Operations and Design and requires up to 50% travel.
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Responsibilities
- Build and sustain effective relationships with our external Service Partners (SodexoMAGIC and Compass Group); this includes participating in scorecard result evaluations and quarterly business review with Delta Supply Chain Management
- Collaborate with Service Partner culinary leaders to ensure a continual evolving and innovative food program that meets the needs of our guests
- Manage best-in-class beverage program by continually refreshing the program and ensuring excellent training resources as well as coordinating annual Bar Camps
- Identify and implement other amenities that add to the DSC guest experience (i.e. music programming, signature scent, clean standards, magazines, digital news, special events, etc)
- Monitor experience program execution through frequent visits to the Clubs and review of ongoing audit reports; share and gather feedback with/from Club leaders and Service Partners to continually strive for improvement and increase guest satisfaction scores
- Assist in benchmarking competitor products and services to evaluate opportunities for DSC
- Support DSC leadership teams in the Clubs with rollout of new product initiatives and new Club openings; ensure Delta ambassadors are well-informed of programs
- Determine marketing needs related to experience program execution and provide direction and support to Sky Club Marketing Specialist
- Lead bar design review for all new clubs and renovation projects
- Use statistical analysis to evaluate product performance and create improvement actions
- Ensure that business solutions implemented are feasible, executable and within budget
- Provide support for any other DSC initiatives, programs or needs as part of the Delta Sky Club senior leadership team
- Lead in the planning of the annual DSC Leadership Conference
- Help coordinate Local Flavor project
- Communicate with Delta Digital for Web and App updates including hours of operation
- Supports new club opening activities and functions
- Leads photography of new clubs and renovated clubs
Benefits and Perks to Help You Keep Climbing
Benefits
Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience and Servant Leadership – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
- Competitive salary, industry-leading profit sharing program, and performance incentives.
- 401(k) with generous company contributions up to 9%.
- New hires are eligible for up to 2-weeks of vacation. This is earned for use in the following vacation year (April 1 – March 31).
- In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12-month period.
- 10 paid holidays per calendar year.
- Birthing parents are eligible for 12-weeks of paid maternity/parental leave.
- Non-birthing parents are eligible for 2-weeks of paid parental leave.
- Comprehensive health benefits including medical, dental, vision, short/long term disability and life insurance benefits.
- Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages.
- Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health.
- Domestic and International space-available flight privileges for employees and eligible family members.
- Career development programs to achieve your long-term career goals.
- World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint.
- Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies.
- Recognition rewards and awards through the platform Unstoppable Together.
- Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare.
What You Need To Succeed (minimum Qualifications)
- Minimum 10 years’ experience in the food & beverage industry, ideally with the combination of both culinary and beverage experience
- Minimum 5 years’ experience supporting a customer-oriented marketing, experience or loyalty part of the hospitality business
- Must be a self-starter and have the ability to work both independently and within a collaborative team environment
- Developing strong competencies in overcoming obstacles to get the job done by influencing others and finding creative solutions
- Multi-tasker who can perform at a high level of accuracy, meet deadlines, present a professional appearance, navigate large organizations with political savvy, and excel under pressure
- Able to embrace and work within the Delta Sky Club Team Agreement guidelines:
- Accountability – do what you say you will do and address issues in real time
- Emotionally Intelligent Connections – provide productive and honest feedback
- No Assumptions – seek to understand first
- Celebrate – invest time in quality recognition
- Punctuality – be on time
- Prioritize – streamline and empower
- Consistently prioritizes safety and security of self, others, and personal data.
- Embraces diverse people, thinking, and styles.
- Possesses a high school diploma, GED, or high school equivalency.
- Is at least 18 years of age and has authorization to work in the United States.
