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Cabin Crew Manager

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British Airways

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Location:
United Kingdom , London

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Cabin Crew Manager, you will lead, coach, and empower a large and diverse team of Cabin Crew, playing a pivotal role in shaping both the colleague and customer experience. You’ll take full responsibility for driving engagement, development, and performance, ensuring our Cabin Crew feel valued, supported, and inspired to deliver the very best onboard service. This is a highly visible and influential leadership role, requiring confident decision-making, resilience, and the ability to navigate complex people and operational challenges in a fast-paced environment.

Job Responsibility:

  • Lead all stages of the crew lifecycle, including recruitment, onboarding and offboarding, probation reviews, promotions, training, and talent development
  • Use data-driven insights to understand performance trends, hold regular reviews, and implement strategies that improve customer experience, productivity, and engagement
  • Foster a high-performing, inclusive culture through timely recognition, meaningful feedback, and development opportunities, inspiring your Cabin Crew to consistently deliver to our company standards
  • Build strong, trusting relationships where colleagues feel heard, valued, and supported, providing proactive engagement and pastoral care during absences or significant life events
  • Maintain a visible leadership presence across operational hubs, supporting day-to-day operations and key initiatives
  • Provide on-the-day people leadership, working closely with stakeholders to address incidents, welfare concerns, and complex people matters with sound judgment and confidence
  • Support Cabin Crew following onboard or down-route incidents through post-incident care and debriefs, ensuring appropriate actions and follow-up
  • Develop and maintain effective working relationships with Cabin Crew Trade Unions, contributing to positive industrial relations
  • Contribute to wider projects and initiatives, supporting continuous improvement across the Cabin Crew community

Requirements:

  • Proven people leadership and performance management experience, with the ability to set direction, inspire others, and deliver results
  • Excellent communication and influencing skills, able to build trusted relationships across all levels and functions
  • A resilient, solution-focused approach, able to balance multiple priorities and make effective decisions under pressure
  • Flexibility and adaptability, with the ability to adjust leadership style to different situations and individuals
  • Demonstrated experience in coaching and developing others to reach their full potential

Nice to have:

  • A customer champion, with a clear focus on performance and continuous improvement
  • Confidence to challenge constructively, manage ambiguity, and deliver difficult messages with empathy and clarity
What we offer:
  • Unlimited basic and premium standby tickets on British Airways flights
  • Up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family

Additional Information:

Job Posted:
January 22, 2026

Expiration:
January 30, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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