Director, Commercial Management and Guest Experience

About the role

Vantage 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.

Responsibilities

• Define and continuously evolve the terminal’s commercial strategy

• Lead holistic reviews of the commercial program, identifying refresh opportunities, gaps, and revenue optimization initiatives

• Ensure alignment of the program with evolving passenger demographics and trends

• Own and drive commercial revenue performance

• Evolve, analyze, and manage KPIs (e.g., SPE, sales productivity, capture rates)

• Lead data-driven decision making, leveraging dashboards, reporting tools, and financial analysis

• Develop and manage commercial budgets and forecasts, ensuring alignment with broader financial objectives

• Lead the full tenant lifecycle, including RFPs, negotiation, onboarding, renewals

• Build and maintain strong, performance-oriented partnerships

• Ensure all partners operate in line with contractual obligations, operational standards, and brand expectations

• Act as primary liaison to key stakeholders, including concessionaires, airlines, and the Port Authority

• Establish and maintain best-in-class commercial processes and standards

• Oversee successful delivery of new concepts and openings

• Continuously improve commercial operating model, ensuring consistency, efficiency, and scalability

• Contribute to the development and evolution of LGP’s Guest Experience strategy, ensuring strong integration of commercial touchpoints

• Translate GX vision into actionable standards and initiatives

• Support 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 information

• Contribute to the definition and implementation of GX data strategy, including data collection, integration, and analysis

• Leverage guest experience data (e.g., ASQ, NPS, behavioral insights) to inform commercial and operational improvements

• Actively participate in cross-functional GX governance and initiatives, working closely with LGP teams and external stakeholders

• Drive a culture of continuous improvement, using structured processes, action plans, training programs and service standards, and performance tracking

• Stakeholder Management

• Build and maintain strong relationships with internal and external stakeholders, including PANYNJ, airlines, concessionaires, partners, and the broader airport community

• Act as a collaborative leader across functions

• People Leadership

• Recruit, develop, and lead a high-performing team

• Foster a performance-driven, collaborative culture

• Strategic Contribution

• Serve as a key member of the leadership team, contributing to overall terminal strategy and performance

• Support delivery of LGP’s mission, long-term vision, and strategic initiatives

Qualifications

• 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 study

• Minimum 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 environments

• Strong ability to turn data into insights, and insights into action

• A 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 relationships

• Exceptional business and financial acumen and is comfortable in business planning and financial evaluation

• Confident communicator who can influence stakeholders and present to leadership

• Naturally curious: asks “why,” challenges assumptions, and navigates ambiguity well

• Highly organized, self-directed, and solutions-focused

• Strong capabilities in reporting and analysis are matched by ability to make information useable and actionable

• Demonstrated experience in project management and implementation, and program and change management

• Curious about the why and willing to ask the appropriate questions to get the answers

• Excellent verbal and written communication skills required; must be comfortable connecting and communicating with individuals at all levels of an organization

• Proficiency 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 forward

• Demonstrated team leadership skills with the ability to motivate and develop team members for exceptional performance and contribution

• Team player who works jointly towards a common goal and vision and contributes to the team both professionally and personally

• Ability to navigate ambiguous situations, bring options and provide recommendation

• Solutions 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 values