GUEST SPEAKER PROFILE

Karen Hilton

Karen is a senior business leader with a blend of corporate, start-up, and scale-up experience. She’s led teams from 5 to 1200 people, taken businesses from pre-revenue to £20m+, and held leadership roles across sales, operations, marketing, and strategy.

She is currently Managing Director at BA Euroflyer, BA’s short-haul airline based out of London Gatwick. This follows three years as CEO of heycar UK, where she led the business through growth and transformation. Previous roles at Nested, carwow, and Volkswagen gave her hands-on experience building and leading commercial and growth teams in fast-paced settings.
Known for her commercial sharpness and energy, Karen offers a candid view on what it takes to lead authentically — whether scaling a disruptor or stepping back into the corporate world.
 

Karen is our guest speaker on topics including “Careers in Leadership.”

Top Insights: Karen Hilton on Thriving as a CEO

At OnUpBeyond, I regularly invite leaders who’ve built remarkable careers to share what they’ve learned. My recent conversation with Karen Hilton, Managing Director of British Airways Euro Flyer, was a masterclass in leadership, agility, and navigating big career transitions.

Karen’s career path spans 10 years in corporate automotive, 12 years scaling high-growth startups, and now running a 105-year-old airline’s newest venture. Her journey shows how consultants and business leaders can succeed across industries by leaning into curiosity, adaptability, and people-first leadership.

Here are the main lessons.

Part 1: Surprised by the Role, Thriving as CEO

1. Beyond the Glamour
Karen was quick to point out that running an airline is not about prestige. The role is about managing “people and planes,” and with that comes constant complexity. Hidden pressures, regulatory detail, and risk exposure are daily realities.

2. The Transition Shock
Even after 10 years in corporate and 12 in start-ups, becoming MD felt different. Karen admitted she underestimated how exposed the role would be, especially moving into a new industry. The weight of accountability came fast.

3. Who the Role Suits
Karen was clear: the CEO role is not for everyone. It demands resilience, curiosity, and the ability to operate without being the technical expert. Those who cannot cope with ambiguity or constant context-shifting may find it draining rather than energising.

4. Vulnerability Builds Strength
Arriving at BA without aviation expertise, Karen leaned into curiosity. She asked questions, admitted gaps, and spent weeks observing. This openness not only accelerated her learning but also built trust with her team.

Part 2: How to Navigate and Lead Effectively

5. Balance Strategy with Firefighting
Karen explained that leaders spend far less time on strategy than they expect. Much of the work is delivery, problem-solving, and dealing with issues as they arise. The challenge is knowing when to step back and when to dive in.

6. Choose Your Battles
One early mistake was trying to fight every issue. A mentor taught Karen to decide “which hill to die on,” conserving energy for the calls that matter most. This has become central to how she manages her time and mood.

7. Modern Communication Matters
Leading a younger, digital-native workforce meant shifting away from long emails and presentations. Karen uses short video updates to connect more directly and keep teams engaged.

8. People and Culture First
At Euroflyer, Karen leads over 1,100 people. She sees her role as “the glue,” uniting teams and creating clarity. Sustaining morale in periods of disruption is as critical as operational performance.

9. Career Progression for Generalists
Karen described her own journey as less about climbing ladders and more about leaning into strengths. By becoming known as a “fixer” and building a broad skill set, she created opportunities across industries and into the top job.

10. Advice for Future Leaders

Karen urged aspiring CEOs to reflect honestly on what energises them. If the goal is leadership, start developing empathy, resilience, and the ability to decide with incomplete information early. If it is not, do not feel compelled to pursue the title.

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From building ventures to managing 90 flights a day, Karen shares how to adapt, stay effective, and lead through complexity.

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