Carly Ginburg
Senior Manager, Service Excellence Brand Strategy & Design @Delta Air Lines
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WORK HISTORY
Senior Manager, Service Excellence Brand Strategy & Design @Delta Air Lines
Spearheaded the creation of Delta’s Brand Beliefs (Welcoming, Elevated, and Caring) strategy driving a 35% year-over-year increase in brand recognition by establishing clear, actionable service and hospitality standards- Collaborate with cross-functional teams to ensure seamless implementation, execution, and measurement of Brand Beliefs across all touchpoints, aligning with operational and customer experience goals- Identify and resolve operational challenges, implementing effective solutions to optimize efficiency, enhance customer satisfaction, and improve Net Promoter Scores (NPS)- Develop and streamline processes for customer events, recognition policies, and promotional items, ensuring alignment with Delta’s brand standards while maintaining safety and operational effectiveness for frontline teams- Lead the advancement of Delta’s customer recognition strategy, establishing tools and standards resulting in hundreds of personalized recognitions annually, driving customer and brand loyalty- Proven success in executing campaigns that consistently engage, inspire, and drive results for both customers and employees- Lead, mentor, and empower a high-performing team, fostering a culture of collaboration to deliver exceptional results- Selected participant in the Delta Leadership Accelerator Program (20••••25).
EDUCATION
The University of Georgia
Advertising Major, Spanish Minor
SKILLS
ABOUT CARLY GINBURG
People Leader | Hospitality | Customer Experience & Strategy Expert Committed to transforming the airline hospitality experience through strategic leadership and a deep understanding of customer needs.In my current role, I focus on cultivating a positive work environment that prioritizes exceptional customer experiences. With a strong foundation in marketing and production, I leverage my skills to develop and implement strategies that drive engagement and enhance service excellence. Core Competencies:* Customer Experience: Dedicated to creating memorable interactions that build loyalty and trust among our customers.* Strategic Development: Experienced in formulating and executing strategies that align with business goals and enhance overall performance.* Problem Solving: Skilled at identifying challenges and implementing effective solutions that optimize operations.* Leadership: Inspiring and empowering teams to achieve excellence and foster a culture of collaboration and innovation.* Employee Engagement: Passionate about nurturing talent and supporting professional growth to create a motivated workforce* Campaign Development: Proven track record in designing and executing successful marketing campaigns that engage and inspire both customers and employees.I believe that strong leadership and a focus on customer experience are essential for success in all industries.
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