Passenger Retail Experience



Reporting to the Vice President, Passenger Journey, the Director, Passenger Retail Experience holds accountability for the profitable and sustainable business performance and revenue growth of non-aeronautical retail commercial activities contained within YVR’s international and domestic terminals. The Director is responsible for commercial planning, budgeting, reporting and oversight for retail, duty free and other related ancillary services. In addition, the Director will play a critical role in defining and implementing future-focused strategic departmental objectives pertaining to YVR’s customer experience, space allocation and long-term terminal plan; this includes:

  • redefining the business model for commercial,
  • leveraging digital to meet our changing passenger needs,
  • identifying the highest return real estate,
  • creating long-term development plans to ensure we have commercial in the right areas, and
  • aligning our offer to reflect our passenger demographic and create broader appeal with the ultimate goal of creating exceptional passenger experiences that deliver a sustainable financial return

The Director, Passenger Retail Experience will work collaboratively with the broader Commercial and Passenger Journey Teams to plan the full passenger commercial experience, create more opportunities for digital solutions and deliver a truly exceptional passenger experience. Key organizational relationships include the Culinary team (developing and delivering the commercial food & beverage passenger experience) Engineering team (responsible for permitting and building), Maintenance (ensuring our tenants have immediate response), Operations (to understand and leverage the passenger flow) and Marketing (to reach the customers before, while and after they have visited to receive offers and access to products).

The ideal candidate is a seasoned leader with deep expertise in commercial retail, leasing, real estate and concessions planning and management from a sizeable and similarly complex organization. With the customer experience being core to commercial success, the Director will lead the ongoing planning, budgeting and implementation of space design and optimization strategies, negotiate and manage a variety of partner, vendor and concession agreements, and work closely with senior YVR leadership and other stakeholders to ensure that needs of YVR’s customers are met today and in the future. In addition, the Director will provide leadership and guidance to a dedicated team, inspiring a collaborative and collegial culture that is high performing and results-focused. Ten (10) years of progressive experience in a similar leadership capacity is complemented by a post-secondary education in a related discipline.

If you have the career background in a fast-paced and quality driven customer service organization and are known for your ability to build strong teams and deliver results through a collaborative style of people development, then we want to hear from you.

This position is open to Airport Authority employees and external candidates. Previous job performance will be taken into consideration for all internal candidates that apply for this position.

Organization Vancouver Airport Authority
Industry Management Jobs
Occupational Category Passenger Retail Experience
Job Location Vancouver,Canada
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Intermediate
Experience 2 Years
Posted at 2022-08-04 4:16 pm
Expires on 2023-03-01