Lifestyle Manager - SHY Lifestyle

Overview

London, United Kingdom Posted on 07/13/2026
SHY Aviation is a global private jet charter company and brokerage founded in 2011. Headquartered in Central London, the firm provides end-to-end luxury travel solutions, including private jet hire, helicopter transfers, and large-group charters.

TheRole

We are seeking an experienced, commercially astute leader to build and run the SHY Lifestyle team. This is a leadership role, not purely a delivery role: you will recruit, develop and manage a team of lifestyle professionals, take direct ownership of the business's growth trajectory, and act as the escalation point and problem-solver for the company's most important clients. You will be accountable for the performance of the team and the business as a whole - setting standards of service, building the processes and supplier relationships that allow the team to scale, and personally delivering solutions for the most complex or sensitive client requests. You will also work closely with SHY Aviation, ensuring lifestyle and aviation services are joined up seamlessly for shared clients. The successful candidate will be comfortable setting strategy and managing people as they are solving a client's problem at 11pm on a Sunday. This is an opportunity to build a business, not just staff one.

Key Responsibilities

• Team Leadership & Business Growth
• Build, lead and manage the SHY Lifestyle team, including recruitment, training and performance management
• Own the growth strategy for the business, identifying and driving new revenue opportunities
• Set service standards, workflows and KPIs across the team, and hold the team accountable to them
• Report on team and business performance to the Managing Director, with clear commercial visibility
• Work in close partnership with SHY Aviation leadership to develop joined-up client propositions
• Build a scalable operating model - people, process and technology - that supports rapid growth

• Client Relationship Management & Solutions
• Take personal responsibility for a portfolio of the business's most important UHNW clients
• Act as the ultimate point of escalation, personally designing and delivering solutions for complex, sensitive or time-critical requests
• Build trusted, long-term relationships that extend across the client's whole lifestyle - not just individual bookings
• Anticipate client needs ahead of time and proactively shape the team's approach to each account
• Ensure every client interaction, across the team, reflects SHY's luxury brand standards
• Oversee delivery of requests including luxury hotel reservations, restaurant bookings worldwide, private villa sourcing, private jet and helicopter charters, yacht charters and luxury cruises
• Oversee chauffeur services, event tickets, VIP access and hospitality, exclusive experiences, shopping and gift sourcing, and family travel arrangements
• Set and maintain the quality bar for bespoke international itinerary design across the team

• Supplier Management
• Develop and own key relationships with luxury hotels, restaurant partners, private aviation providers, yacht brokers, DMCs, tour operators, chauffeur companies, security providers, event organisers and luxury retailers
• Negotiate preferential rates, commercial terms and VIP amenities across the supplier network
• Identify and onboard new supplier partnerships that support the business's growth plans

• Operations
• Ensure the team manages requests efficiently and accurately through the company CRM
• Maintain rigorous standards for client profiles, preferences and booking accuracy across the team
• Escalate resolution of issues quickly and professionally, stepping in personally where needed
• Maintain strict confidentiality at all times, and instil the same discipline across the team

Requirements Skills & Experience

• Significant experience in luxury concierge, lifestyle management, luxury travel or private aviation, including experience managing or leading a team
• A track record of growing a client base or business, with genuine commercial ownership
• Experience working with UHNW clientele and delivering solutions to complex, high-stakes requests
• Excellent written and verbal communication
• Strong organisational skills and the ability to multitask under pressure
• Exceptional attention to detail
• Strong commercial awareness and comfort with performance reporting
• High level of discretion and confidentiality
• Flexible approach to working hours
• Proficiency with Microsoft Office and CRM systems
• Existing luxury hospitality network
• Knowledge of private aviation and yacht charter
• Experience with GDS systems
• Experience within a luxury travel agency, family office or concierge company, ideally in a leadership capacity

Personal Attributes

• The ideal candidate will be a natural leader who brings out the best in a team
• Professional and polished
• Calm under pressure
• Resourceful and solution-oriented
• Personable and confident
• Highly organised
• Adaptable and flexible
• Passionate about luxury hospitality
• Commercially minded, with genuine ownership of business outcomes
• Proactive rather than reactive
• Able to think creatively to fulfil unique client requests

Working Hours

Monday-Friday (9am to 5pm), with flexibility outside standard office hours. Participation in an out-of-hours rota may be required. International travel may occasionally be required.

What We Offer

• The opportunity to build and lead a team within a fast-growing luxury lifestyle business
• Close collaboration with an established private aviation brokerage, opening up a significantly larger client base
• Ongoing training and development
• Access to exclusive hospitality events and industry partners
• Opportunity to go on FAM trips and global work-related conferences