Director, Commercial Management and Guest Experience

About Vantage GroupVantage Group is a global leader in airport and transportation investment, development, management, and advisor services. Since 1994, Vantage's corporate and network-wide team has managed an award-winning portfolio, building strong partnerships that integrate global expertise and local know-how to solve complex transportation challenges at every network location. Over three decades, Vantage has built a track record of creating customized solutions to transform airports and transportation centers that benefit the passengers, stakeholders, and communities they serve. Vantage is a wholly owned strategic platform of Investcorp Corsair Infrastructure Partners for capital deployment in the airport and transportation sectors. Visit vantagegroup.com to learn more. The RoleThe Director, Commercial & Guest Experience is responsible for owning and driving the commercial performance of the terminal, including revenue generation, leasing, partner management, and commercial portfolio long-term value or success. The role plays a key leadership role within the company-wide Guest Experience (GX) framework, ensuring that commercial strategies, partners, and operations are fully aligned with LGP’s GX vision and standards and challenge what people expect at an airport.Commercial is a core performance contributor of the business. Guest Experience is a terminal-wide system, delivered in partnership with Operations, Facilities, and other stakeholders, so the successful candidate will be responsible for ensuring that the terminal community is working collaboratively to achieve performance objectives in keeping with the airport’s best-in-class practices and working pro-actively to identify and mitigate commercial risks.What you’ll be responsible for:Commercial Strategy & Program DevelopmentDefine and continuously evolve the terminal’s commercial strategy,Lead holistic reviews of the commercial program, identifying refresh opportunities, gaps, and revenue optimization initiativesEnsure alignment of the program with evolving passenger demographics and trendsRevenue & Financial PerformanceOwn and drive commercial revenue performanceEvolve, analyze and manage KPIs (e.g., SPE, sales productivity, capture rates)Lead data-driven decision making, leveraging dashboards, reporting tools, and financial analysisDevelop and manage commercial budgets and forecasts, ensuring alignment with broader financial objectivesLeasing & Partner ManagementLead the full tenant lifecycle, (incl. RFPs, negotiation, onboarding, renewals)Build and maintain strong, performance-oriented partnershipsEnsure all partners operate in line with contractual obligations, operational standards, and brand expectationsAct as primary liaison to key stakeholders, including concessionaires, airlines, and the Port AuthorityCommercial Operations & ExcellenceEstablish and maintain best-in-class commercial processes and standardsOversee successful delivery of new concepts and openingsContinuously improve commercial operating model, ensuring consistency, efficiency, and scalabilityMarketing & Revenue ActivationLead commercial marketing and promotional strategiesOversee the use of promotion and GX-related fundsDrive integration of digital and physical channels, including e-commerce and emerging technologiesGuest Experience (GX) Leadership (Corporate Lead)GX Strategy & FrameworkContribute to the development and evolution of LGP’s Guest Experience strategy, ensuring strong integration of commercial touchpointsTranslate GX vision into actionable standards and initiativesPassenger Journey & Experience DesignSupport the development and continuous refinement of the end-to-end passenger journey, including key commercial and service touchpoints, as well as the different passenger personas based on demographic informationData, Insights & Performance ManagementContribute to the definition and implementation of GX data strategy, including data collection, integration, and analysisLeverage guest experience data (e.g., ASQ, NPS, behavioral insights) to inform commercial and operational improvementsContinuous Improvement & CultureActively participate in cross-functional GX governance and initiatives, working closely with LGP teams and external stakeholdersDrive a culture of continuous improvement, using structured processes, action plans, training programs and service standards, and performance trackingStakeholder & Organizational LeadershipStakeholder ManagementBuild and maintain strong relationships with internal and external stakeholders, including PANYNJ, airlines, concessionaires, partners, and the broader airport communityAct as a collaborative leader across functionsPeople LeadershipRecruit, develop, and lead a high-performing teamFoster a performance-driven, collaborative cultureStrategic ContributionServe as a key member of the leadership team, contributing to overall terminal strategy and performanceSupport delivery of LGP’s mission, long-term vision, and strategic initiativesOther duties and responsibilities commensurate with the position may be assignedWhat you bring:You don’t need to check every box, but you should bring a strong mix of commercial thinking, analytical horsepower, and relationship skills.You hold a university degree or equivalent in business, property management, retail, commerce, or a related field of studyMinimum of 10 years’ work experience. Experience in the aviation environment, critical infrastructure or large commercial properties is an asset.Experience in commercial strategy, consulting, project management, or airport environmentsStrong ability to turn data into insights, and insights into actionA strong relationship builder with excellent communication skills (written, verbal and presentation).Takes a partnership approach with stakeholders. Ability to work cross-functionally with impacted stakeholders while developing robust relationshipsExceptional business and financial acumen and is comfortable in business planning and financial evaluationConfident communicator who can influence stakeholders and present to leadershipNaturally curious: asks “why,” challenges assumptions, and navigates ambiguity wellHighly organized, self-directed, and solutions-focusedStrong capabilities in reporting and analysis are matched by ability to make information useable and actionableDemonstrated experience in project management and implementation, and program and change managementCurious about the why and willing to ask the appropriate questions to get the answersExcellent verbal and written communication skills required; must be comfortable connecting and communicating with individuals at all levels of an organizationProficiency in relevant IT systems such as Microsoft Office 365, property management software tools, business planning tools and an interest in technology and data that drives the company forwardDemonstrated team leadership skills with the ability to motivate and develop team members for exceptional performance and contributionTeam player who works jointly towards a common goal and vision and contributes to the team both professionally and personallyAbility to navigate ambiguous situations, bring options and provide recommendationSolutions driven self-starter who understands the importance accuracy and timeliness make a difference and contribute to the success of the business.Integrity, openness, fairness and transparency are non-negotiable core valuesThis isn’t a sit-back-and-maintain role. It’s for someone who wants to build, influence, and improve how airports perform commercially—and isn’t afraid to roll up their sleeves to do it.The salary range for this position is $170,000-195,000.This is an on-site at LaGuardia Terminal B position.To applyPlease visit our careers page at https://www.vantagegroup.com/careers/ and follow prompts for United States Career Openings to apply with your cover letter and résumé.All qualified candidates who are legally entitled to work in the US will be considered.At Vantage Group, we seek and welcome unique backgrounds, perspectives, experiences and skills. As a global organisation, we are always looking for differentiated points of view. We know that a diverse, inclusive and empowered workforce is essential to our shared success, and we invite you to join us for the journey.