Physical Passenger Experience Manager

The Physical Passenger Experience Manager leads the delivery and day‑to‑day performance of all passenger‑facing environments across UK and French terminals, ensuring they meet agreed brand, service and operational standards.
The role translates customer insight and business needs into high‑quality physical experiences by coordinating teams, suppliers and project delivery from concept through implementation.
It drives continuous improvement through data‑led decisions and strong collaboration across functions to enhance customer satisfaction, consistency and operational performance.
Weekly travel between UK and France supports effective oversight and stakeholder engagement.

• Deliver improvements across the physical passenger experience, ensuring environments operate as intended and meet agreed standards.

• Manage end‑to‑end delivery of physical experience projects, coordinating design, planning, implementation and handover.

• Track and manage project budgets, ensuring spend aligns with priorities and scope.

• Support the mobilisation and embedding of new suppliers, retail partners and marketing activations.

• Ensure consistent brand, service and presentation standards, identifying and resolving any gaps.

• Collaborate with Operations, Marketing, Partnerships, Infrastructure, Technology and other teams to deliver a cohesive customer journey.

• Manage supplier and contractor performance, including regular reviews informed by audits, insights and customer feedback.

• Use customer insights, audits, CSAT/NPS data and on‑site observations to identify improvement opportunities.

• Conduct regular inspections, track actions and report on performance against KPIs.

• Oversee day‑to‑day readiness and presentation of all passenger‑facing environments.

• Work closely with Retail and Infrastructure teams to ensure projects and operations align with the customer vision.

• Identify opportunities for innovation by staying informed on emerging best practices and technologies.

• Support the implementation of solutions that improve service efficiency and customer satisfaction.

Qualifications & Experience

• Degree‑level qualification desirable but not essential.

• Background in customer or passenger experience within service‑led or operational environments (e.g., aviation, hospitality, retail).

• Understanding of how physical environments influence behaviour and satisfaction.

• Ability to manage projects end‑to‑end and coordinate multiple teams in live operational settings.

• Comfortable using data, audits and insights to support decision‑making.

• Strong communication and stakeholder engagement skills.

• Ability to work flexibly and manage multiple priorities in a dynamic environment.

• Experience managing budgets within procurement or financial frameworks.

• Fluent English essential; French desirable.

If you are interested in applying, please submit your application online by Friday 3rd April 2026.

We reserve the right to close this vacancy early if we receive sufficient applications. Therefore, we encourage you to apply as soon as possible.

Please Note: From 1 January 2021, non-British and non-Irish nationals who do not already hold a UK immigration status will be required to obtain a visa in order to be able to work in the UK. Before applying for this role, please ensure that you are permitted to apply. 
For further information, please visit the UK Visa and Immigration Website.