Assistant Manager, Concession & Strategic Customer Experience (Principal Property Representative)
Company: Port Authority of New York and New Jersey
Location: New York
Posted on: January 27, 2023
Job Description:
DescriptionTITLE: Assistant Manager, Concession & Strategic
Customer Experience (Principal Property Representative)DEPARTMENT:
AviationLOCATION: 4 World Trade CenterThe Aviation Department is
seeking an experienced Concession Assistant Manager to support key
concession programs and initiatives with internal and external
partners to advance strategic commercial and customer experience
(CX) objectives in connection with 500+ terminal concessions at the
Port Authoritys airports Newark Liberty International Airport
(EWR), LaGuardia Airport (LGA), John F. Kennedy International
Airport (JFK), and New York Stewart International Airport (SWF).
Under the supervision of the Manager, Concessions and Strategic
Customer Experience this position serves a crucial role in
supporting the guidance and direction of the Concessions &
Strategic Customer Experience unit staff towards advancing
strengthen compliance, industry intelligence, strategic analysis,
business financing and customer experience initiatives. This will
improve customer perceptions and maximizing revenue generation in
the Aviation Department.Responsibilities:Reports to the Manager,
Concessions a Strategic Customer Experience,the Assistant Manager,
Concession & Strategic Customer Experience (Principal Property
Representative) is responsible to support leading the unit in
cross-function expertise and in ongoing complex negotiations. The
selected candidate will also support the overall management and
administration of central agreement responsibilities including
administration agreements execution; prepare authorization
documents; coordinate all aspects of negotiations and development
with other agency staff such as Law, Comptrollers, Audit, and Risk
Management; and act as a liaison between airport staff and
concessionaires to resolve outstanding issues, develop strategies
to implement business policy and customer service initiatives, and
establish business relationships with stakeholders and industry
partners.Concession Management:
- EWR Terminal B (TB) Fraport Newark Contract Manager
- JFK Jamaica Station Concessions Program
- JFK Howard Beach Station Concession Program
- Liaison for advertising contract
- Multi-facility Contract Management:
- Airport Luggage Cart Contract - Smarte Carte
- Airport Network Television Programming ReachTV
- Airport SIM Card Vending Units Prepango
- Airport Customer and Employee in-terminal food and beverage
delivery service AtYourGate (AYG)The selected candidate will:
- Assist the Concessions Manager and the Aviation Commercial
Officer (ACO) in the development and implementation of strategies,
policies, standards and provide guidance to external
stakeholders.
- Prepare executive and stakeholder briefings and internal
management reports including responses to executive requests for
concessions statistics and assemble customized data analysis &
visualizations, as requested.
- Provide strategic guidance for the preparation of annual
Revenues Budget and Long-Range Revenue Forecasts including
validating assumptions made with respect to continued concession
operations and other variances.
- Annually review portfolio assignments across staff to confirm
appropriateness for level of position, workload balance, and
development opportunities.
- Mentor property reps on concessions business deals,
expectations and share knowledge of account practices.
- Prepare analytics and presentation documents, including an
annual Year in Review report highlighting concessions activity at
our facilities, Quarterly Briefings sharing industry trends with
all stakeholders, as well as required data analytics and business
intelligence reports.
- Provide a wide range of project management and support
including relationship building, collaboration among internal and
external airport staff, managing impending deadlines, and driving
initiatives to completion in a fast-paced environment.
- Maintain weekly updates to unit communication meetings and task
tracking platforms.
- Address and coordinate the resolution of all escalated tenant
issues and enforce the terms and conditions of all assigned
agreements by a pre-determined date that meets the needs of the
material stakeholders.
- Ensure availability to serve as Concession SME for special
projects and initiatives such as various solicitation processes,
RFPs, forum panels, industry committees, conferences or working
groups as assigned.
- Collaborate with Commercial and CX Strategy to interpret
customer and sales Data Interpretation data reports, such as ASQ
scores, and identify and address specific Root Cause Analysis
causes of low performance within concessions aligned with
revenue.
- Manage agreements for the provision of services aimed at
driving a world-class customer experience at the Port Authoritys
airports, airport terminal concessions direct lease agreement EWR
TB through Fraport Airports (the Port Authority contracted
concession manager for Terminal B), to continue developing,
leasing, and ensuring a high level of service in each terminals
ever-changing retail, food and beverage concessions mix.
- Negotiate, prepare, and coordinate timely concession agreement
execution at assigned Port Authoritys Airport terminals, including
those for Concession Management Companies/Developers:
- Serve as a liaison / primary point of contact between the Port
Authority, tenants, and contractors.
- Coordinate with Concession Program manager on operational
issues and requests.
- Administer and coordinate the Tenant Alteration Application
(TAA) process.
- Manage reports, performance, and compliance with the provisions
of agreements, including tracking payments.
- Ensure timely responses to customer inquiries and
complaints.
- Amend / supplement existing lease agreements, lease exhibits,
and permits.
- Review audit findings with permittees and issuing procedural
and policy statements to account representatives.
- Drive change to improve the services provided to
customers.QualificationsCandidates must present the following
qualifications to be considered eligible for this position:
- Bachelors Degree in Business Administration or a related field
from an accredited college or university or a minimum of at least
10 years of experience in lease negotiations, contract management,
concessions management, or related financial analysis
experience.
- Demonstrated staff and people management skills and
experience.
- Advanced proficiency in MS Suite (Excel, PowerPoint, Word,
Teams, SharePoint, Outlook, etc.).
- Any experience with any data management tools or
databases.
- Experienced in performing business negotiation related to
concessions, food & beverage, retail, and services business
transactions.
- Minimum 3 years experienced in airport concessions.
- Experienced in utilizing project management techniques with the
ability to establish plans, set priorities, coordinate activities,
delegate tasks and responsibilities, and manage resources to
achieve goals.
- Demonstrated customer service focus, with a track record of
driving business decisions that improve the customer
experience.
- Demonstrate effective oral, written and communication skills to
support recommended solutions to senior management and
others.DesiredIdeal candidates will present the following profile:
- General knowledge of policies and procedures related to the
leasing and capital authorization process in a government
agency.
- Experienced in decision making, problem solving and conflict
resolution
- Working knowledge of SAP Real Estate Module software including
data entry and reconciliation and Salesforce software
programs.
- Demonstrates comfort and awareness of emerging trends in
technology, connected retail experience, digital apps, and
passenger behavior to effectively integrate concessions with a
connected airport experience.
- Thorough knowledge of Port Authority policies and procedures
relating to the leasing and capital authorization process.
- Demonstrated ability to effectively interact with senior level
management of various disciplines both inside and outside the Port
Authority.
- Demonstrated experience working collectively with colleagues in
the implementation of the business-related goals and
objectives.REQNUMBER: JV-60449
Keywords: Port Authority of New York and New Jersey, New York , Assistant Manager, Concession & Strategic Customer Experience (Principal Property Representative), Education / Teaching , New York, New York
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