Manager, Five Senses Strategic Planning (NJE)

Purpose of PositionLead and develop the Five Senses short-, medium- and long-term strategic planning, core concepts, strategic themes; guide the projects and initiatives to further elevate, differentiate and redefine our NetJets experience. With a clear roadmap and compelling value proposition, identify, improve, and streamline overly cumbersome processes. Develop new strategies and tactical processes designed to enable the Global Five Senses department to deliver outcomes that achieve ever-improving business results.Tasks and Responsibilities• Direct and oversee the Five Senses functions in NetJets Europe in close collaboration and alignment with NetJets US Five Senses leadership. • Plan, define and lead the Global Five Senses strategic themes’ initiatives and projects that integrate local motifs and craft yet deliver with a global perspective on service, design, function, and quality aligned with NetJets brand and service standards.• Lead the NetJets Europe Five Senses influence and impact across the business by focusing on the organizational initiatives that further develop and heighten the "Only NetJets" experience across all touchpoints Owners and Prospects have in their journey. This including topics such as the onboard experience and NetJets exclusive use facilities.• Identify the processes that require streamlining to create further efficiencies and develop new strategies and tactical processes designed to enable Global Five Senses to meet its objectives. • Lead to further define our NetJets service concepts and their touchpoints in close coordination with the Global Five Senses team in NetJets US, and all the associated teams and departments such as Marketing, Onsite Experience, Facilities, Operations, Maintenance, Crew Management and Training, Sales. • Lead the culture of curiosity to constantly seek ideas, designs, innovative ways to inspire and willingness to experiment.• Support the Service Level definitions review with corresponding business practices in coordination with NetJets Inc stakeholders. • Foster emotionally intelligent approach to service that begins with empathy. Practice the platinum rule “Treat the Owners the way they would like to be treated”.• Define and oversee NetJets Europe Five Senses internal communication strategy in close collaboration with Five Senses Development Specialist. • Work across the organization to develop clear and compelling value propositions on service development initiatives to ensure alignment and consistency with NetJets brand and standards, embedding the sustainability in all NetJets Five Senses initiatives. • Lead to identify, track, and report key metrics to measure NetJets Owners’ experience with the associated touchpoints and identify gaps that require mitigation together with company stakeholders.• Support the further development of clear guidelines and service standards for NetJets Partners, to be integrated within their SLAs, through close collaboration with Procurement.• Lead and motivate NetJets Europe Five Senses team members in their areas of expertise and through performance metrics, driving for a culture of excellence and results. • Define, monitor, and oversee the Five Senses short-, mid-, and long-term planning and budget requirements for NetJets Europe. This in close coordination with the key stakeholders contributing to Owners’ experience with our brand, and their budgets to ensure sufficient resources are available to meet the objectives while guaranteeing cost effectiveness and control. EducationBachelor's in Marketing or Business ManagementCertifications and LicensesYears of Experience6-8 years of experienceCore CompetenciesAdaptabilityCollaborationCuriosityService-OrientedStrives For Positive ResultsKnowledge, Skills, Abilities and Other (KSAOs) Bachelor's degree in Business Administration / Strategic Planning/ Marketing or equivalent experience. Minimum of 5 years of experience working in luxury hospitality. Minimum of 3 years of management or supervisory role is preferred. Experience as a cabin crew member is preferred. Experience in Marketing is preferred. Solid experience in building strategies and business planning is required. Proven track record of designing and implementing successful strategies to elevate the customer/ Owner experience. Minimum of 1 year experience in coaching and mentoring. Fluency in Business English (written and spoken). Proficiency in MS Office. Excellent Customer Centricity. Strong analytical skills. Must have strong organisational skills and adapt to constantly changing situations and many different cultures.