HIGH-VALUE GROUND EXPERIENCE MANAGER

Description

Job Summary: Designs and evolves the value proposition and experience standards for premium customers at key touchpoints such as onboard experience and VIP lounges. Key Highlights: 1. Design and evolve the value proposition for premium customers. 2. Coordinate the execution of premium experience standards. 3. Innovate and monitor trends in high-value experiences. **Title:** HIGH-VALUE GROUND EXPERIENCE MANAGER **Date:** 2 Jun 2026 **Location:** Madrid, M, 28079 Our Company We are Spain’s largest airline and a leader between Europe and Latin America; we belong to the IAG airline group and are part of the oneworld alliance. Our goal is to always be our customers’ best travel choice and to ensure they feel that their safety, and the quality and experience of their journey, are our top priorities. In addition to our airline operations, aircraft maintenance is one of our complementary businesses. At Iberia, we value professionals who serve as behavioral role models for customers—and also within their teams. We expect everyone who joins us to exemplify these behaviors. Your Role: As **High-Value Experience Design Manager**, your role will be to design and evolve the value proposition and experience standards for premium customers (Business / Premium / top-tier) at key moments including: * Onboard experience (inflight premium) * VIP lounge gastronomy and amenities Ensuring a differentiated, consistent, and strategy-aligned premium experience—coordinating with operational teams responsible for execution and guaranteeing consistent, measurable implementation of defined standards. Responsibilities/Functions: **Define the Business / Premium Economy / High-Value Customer In-Flight Experience Blueprint** * Service sequence. * Welcome and recognition ritual. * Key moments (takeoff, meal service, rest, pre-landing). * Define premium service standards (what must happen, how, and when). **Co-design with Core, Ground, and Flight Operations Teams:** * Premium cabin concept * Business / Premium Economy / VIP lounge gastronomic offering * Seats, amenities, and comfort for Business / Premium Economy / VIP lounges * Sensory elements (lighting, music, scent) * In-flight entertainment (IFE) and digital onboard experience **Implementation and Operational Coordination** * Translate design into operational manuals, implementation guides, SLAs, and compliance KPIs * Coordinate with Core team, Flight Operations, and catering providers (flights and lounges) * Design and participate in training processes to ensure correct implementation * Conduct periodic follow-up (weekly, biweekly, monthly) on standard compliance **Innovation and Benchmarking** * Identify gaps between design and execution * Propose prioritized improvement plans * Participate in developing business cases for new investments * Monitor trends across airlines, luxury hotels, hospitality, and premium experiences * Propose pilots and controlled tests * Evaluate impact on perception and ROI * Periodically review and update the proposition against industry benchmarks Your Knowledge and Requirements: **Academic Qualifications** * Degree in Business Administration, Tourism, Hotel Management, Marketing, Service Design, or related field. * A Master’s degree in Customer Experience, Hospitality Management, or Business Administration is desirable. * Advanced English (minimum C1 level) **Experience** * Minimum 5 years’ experience in roles related to Customer Experience, Service Design, Product/Service Management, Hospitality, or similar. * Experience working with operations without direct hierarchical authority. * Experience leading cross-functional projects. * International experience or experience in multicultural environments is desirable. **Competencies** * Influence without formal authority * Negotiation and alignment * Attention to detail * Strategic thinking + aesthetic vision * Orientation toward high-value customers * Executive communication * Rigor and structured thinking Continuous improvement mindset Talent at Iberia We value professionals who serve as behavioral role models for customers—and also within their teams. We expect everyone who joins us to exemplify these behaviors. * **We Are One and Diverse**: You work collaboratively, openly, and cooperatively toward a shared objective in a diverse and inclusive environment. * **We Bring Heart and Passion**: You make things happen by fully engaging in everything you do. * **We Reinvent Tomorrow**: You seek new and different ideas to solve problems. * **We Connect With Our Customers and Colleagues**: You always go one step further than expected—with a smile and friendly approach. * **We Keep It Simple and Efficient**: You focus on what matters—analyzing situations and eliminating non-value-adding elements. * **Safety Is in Our DNA**: We work with attention and care from day one—in every ground operation, on every flight. We know our processes and apply them rigorously. Our Commitment to Diversity and Inclusion At Iberia, we are one and diverse. We faithfully reflect today’s society and have highly diverse teams that enrich us, making us more creative and innovative. We believe in talent without labels and are fully committed to offering equal professional opportunities to all individuals. Therefore, all decisions in our selection processes are based exclusively on the competencies, skills, and knowledge required to perform the role.