Wayne Phaup Email and Phone Number
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Wayne has worked in the airline industry for over 15 years across many facets including Product Management, Sales, Loyalty, Digital Marketing, Customer Experience, Business Partner Management, Hospitality & Menu Development, and most recently Airport Operations Projects & Execution. His most noteworthy innovation at the airline is launching Hotel Hub, a revolutionary self-service hotel booking tool for customers affected by irregular operations enabling them to bypass all airport contact points and digitally claim their overnight and meal accommodations. He has an MBA from the Kellogg School of Management and a Bachelor of Science in Information Systems from Indiana University.Specialties: Digital marketing, airline strategy, social media marketing, overall marketing strategy, market research, product management, customer satisfaction, Net Promoter, customer experience, Cognos business intelligence, Business Objects, Worldwide Sales, executive analysis, financial reporting and insight, competitive benchmarking, ancillary revenue/merchandising, business analysis, application development
United Airlines
View- Website:
- united.com
- Employees:
- 71284
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Senior Manager - Hospitality And PlanningUnited AirlinesChicago, Il, Us
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Airport Operations - Projects & ExecutionUnited Airlines Jun 2023 - PresentChicago, Il, Us
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Senior Manager - Customer SolutionsUnited Airlines Jan 2018 - PresentChicago, Il, UsDefined and implemented digital distressed customer hotel accommodations solution POC ('Soft Landing') leading to >10 pt increase in satisfaction with how the airline handles customer disruption. Improved agent toolset and process for issuing hotels to customers during overnight disruptions, leading to forecasted $1.5M+ in reduced annual room waste. Established voice of customer benchmarking for customer disruption initiatives.
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Senior Manager - Hospitality & PlanningUnited Airlines Dec 2021 - Jun 2023Chicago, Il, Us
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Program Manager - Airport Hospitality Strategy & PlanningUnited Airlines Jan 2017 - Dec 2017Chicago, Il, UsDrive planning & execution and ongoing support of hospitality initiatives for skycap, check-in, and bag drop. Manage and coach resources on team dedicated to supporting the field and lobby sizing activities such as quantity and positioning of self-service check-in kiosks, standardization of layouts and processes, and ongoing support. Define future lobby strategy and standards including the strategic expansion of self-tagging capability at United's highest value stations worldwide.
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Manager - Marketing Planning, Strategy & ResearchUnited Airlines Jan 2016 - Dec 2016Chicago, Il, UsSetting the marketing strategy to ensure alignment with both corporate strategy and objectives as well as business unit goals. Develop marketing strategies to support corporate strategy through all marketing channels and the products United provides its customers. Formulate cohesive marketing plans around these strategies and publish on a regular basis as strategic and tactical marketing plans.
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Manager - Global Content & Social Media StrategyUnited Airlines Feb 2013 - Dec 2015Chicago, Il, UsResponsible for United's proactive social media content on all channels. Formulate social media strategies across multiple social platforms in support of United's campaign and direct to consumer initiatives. Coordinate and collaborate with all divisions within the airline on solo and integrated social media campaigns. Manage small team of direct reports plus agency team for content development and execution. While constantly striving to provide the consumer with meaningful and relevant content augmenting value across their travel experience, was also instrumental in transforming social media into a true revenue-producing channel for the company as well launching United's social media presence in the United Kingdom and Japan. Named as one of the 2014 '40 Under 40' Brand Marketers in the Midwest.
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Sr. Specialist, Targeted Marketing - Loyalty RedemptionUnited Airlines Apr 2011 - Feb 2013Chicago, Il, UsDevelop and deliver redemption marketing programs that drive incremental revenue and profitability for the business. Serving as manager for all promotions, awareness messaging, and communications, managing the overall redemption marketing strategy across all direct channels (direct mail, email, web and mobile), creative development process, production schedules, approval processes, and budgets. Develop and drive marketing approach for both United MileagePlus and Continental OnePass redemption product portfolios. Managing challenging and demanding internal and external business partners with aggressive timelines. Ensure all communications are consistent in airline and loyalty branding guidelines and supporting the corporate strategy. Present program status and results to key stakeholders.
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Investor Relations / External Performance AnalysisUnited Airlines May 2010 - Apr 2011Chicago, Il, UsAnalyzed competitor financial performance and prepared reports for senior management analyzing the company's competitive positioning. Assisted in preparation of all investor presentations and IR-related board of director updates. Responsible for maintaining company's analytical expertise with regard to competitive financial performance, externally forcused company financial analysis and analysis of Wall Street analyst models
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Marketing - Customer InsightsUnited Airlines Jun 2008 - May 2010Chicago, Il, UsPartnered with stakeholders (SVPs through front-line leadership) across the organization with customer satisfaction insight. Advised on strengths and developmental opportunities based on customer feedback. Identified emerging trends and issues with customer satisfaction and partner with respective organizations to meet and exceed corporate goals. Developed customer-focused solutions and aided in product planning. Analyzed customer feedback patterns and identified improvement opportunities.
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Internet Product ManagerJpmorgan Chase 2005 - 2008New York, Ny, Us -
ConsultantDeloitte Consulting Jul 2001 - Feb 2005Worldwide, Oo -
Programmer Analyst InternIntel Corporation 2000 - 2000Santa Clara, California, Us
Wayne Phaup Skills
Wayne Phaup Education Details
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Northwestern University - Kellogg School Of ManagementManagement & Organizations -
Indiana University - Kelley School Of BusinessInformation Systems
Frequently Asked Questions about Wayne Phaup
What company does Wayne Phaup work for?
Wayne Phaup works for United Airlines
What is Wayne Phaup's role at the current company?
Wayne Phaup's current role is Senior Manager - Hospitality and Planning.
What is Wayne Phaup's email address?
Wayne Phaup's email address is wf****@****hoo.com
What is Wayne Phaup's direct phone number?
Wayne Phaup's direct phone number is +133125*****
What schools did Wayne Phaup attend?
Wayne Phaup attended Northwestern University - Kellogg School Of Management, Indiana University - Kelley School Of Business.
What skills is Wayne Phaup known for?
Wayne Phaup has skills like Product Management, Market Research, Business Analysis, Program Management, Strategy, Loyalty Programs, Loyalty Marketing, Net Promoter Score, Customer Experience, Email Marketing, Email Strategy, Social Media Marketing.
Who are Wayne Phaup's colleagues?
Wayne Phaup's colleagues are Mike Salas, Rhonda Coleman, Victor John, Gisleine Mora, Katherine Applegarth, Avante Littles, Barbara Hansen Dicarlo.
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