Director - Clubs & Lounges

United Airlines•Chicago, IL

4d•$159,790 - $207,998

About The Position

United Airlines is seeking a dynamic and experienced Director to lead our United Club and Polaris Lounge commercial portfolio. This senior level role is responsible for overseeing the strategic direction of the club and lounge network including memberships, pricing, and policies as well as customer amenities and experiences, ensuring they meet the highest standards of quality and service for our premium customers.

Requirements

Bachelor's degree
Business Administration, Marketing, Hospitality or a related field
10+ years relevant experience
Proven leadership experience in a senior management role, preferably within the airline or hospitality industry
Strong background in marketing, strategic planning, and partnership development
Expertise in data analytics, demand planning, and financial management
A customer-centric mindset with a track record of enhancing customer experiences
Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels and cross-functionally
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position

Nice To Haves

Experience in hospitality design including floor plans, front & back of house flow evaluation, signage and FF&E design
Experience engaging and negotiating with airport authorities and/or airport real estate programs strongly preferred
Demonstrated understanding of the capabilities and limitations of generative AI tools and efficient leverage of AI to support research, analysis, content creation, and problem solving. Application of critical thinking to validate AI-generated outputs, while adhering to organizational policies for responsible AI use, data privacy, and security.

Responsibilities

Lead the strategy team to identify new market opportunities and create long-term plans that align with United Airline’s overall business objectives
Develop and implement a comprehensive marketing and partnerships strategy to enhance the visibility and value proposition of the United Club and Polaris Lounges
Oversee data analytics and demand planning to optimize club and lounge usage and customer satisfaction
Drive innovation in products and services offered within the club and lounges portfolio, ensuring they reflect the needs and preferences of our customers
Collaborate with cross-functional teams to ensure the company has adequate facilities to meet customer demand while providing a seamless customer experience
Manage the P&L for the club and lounge portfolio, ensuring financial targets are met or exceeded
Foster a culture of continuous improvement, encouraging feedback and implement changes that enhance the customer experience
Lead, mentor, and develop a high-performing team dedicated to hospitality excellence and customer service