Manager, Loyalty & Product Development

Plaza Premium Group

Vancouver or Toronto

Plaza Premium Group is the global leader in airport lounges and hospitality! With over 25 years of experience, we are redefining travel by creating seamless, world-class airport experiences in over 350 locations worldwide. From award-winning lounges to premium airport services, we take pride in delivering exceptional comfort, convenience, and care to travelers. As a dynamic and fast-growing company, we offer exciting career opportunities, a diverse and inclusive workplace, and the chance to be part of a team that’s shaping the future of travel. If you're passionate about hospitality and thrive in a fast-paced, customer-focused environment, we’d love to have you on board!

Position Summary:

The Manager – Loyalty & Product Development is responsible for leading the strategy, design, and execution of loyalty programs and product enhancements across our airport portfolio. This individual will identify and manage strategic partnerships, optimize guest loyalty initiatives, and launch innovative service offerings that enhance customer retention and drive revenue. The ideal candidate brings experience in loyalty ecosystems, cross-functional project leadership, and a passion for exceptional customer experience in a hospitality or travel environment.

Key Responsibilities:

Loyalty & Membership Strategy:

• Design, launch, and manage a comprehensive loyalty program for lounge guests, tailored to different customer segments (e.g., frequent travelers, credit card partners, airlines).
• Track and optimize program performance through data analytics, customer feedback, and ROI metrics.
• Work cross-functionally with IT, Finance, and Operations to ensure seamless loyalty integration with POS systems and guest experience platforms.

Strategic Partnerships:

• Identify, negotiate, and manage partnerships with airlines, credit card companies, travel platforms, and other relevant businesses.
• Collaborate with business development and legal teams to structure and formalize agreements.
• Serve as primary point of contact for key loyalty partners, ensuring mutual value and high-impact activations.
• Product Development & Guest Experience:
• Conceptualize and implement new lounge products/services based on market trends, customer insights, and competitor benchmarking.
• Collaborate with culinary, operations, and design teams to pilot enhancements and drive innovation (e.g., premium add-ons, wellness offerings, personalized services).
• Monitor guest satisfaction metrics and continuously improve loyalty-related touchpoints.

Marketing & Communications:

• Develop targeted marketing campaigns to promote loyalty programs and partner offerings.
• Oversee loyalty communications strategy including onboarding flows, reward notifications, and seasonal promotions.
• Ensure all loyalty and product development initiatives align with brand standards and elevate guest perception.

Qualifications & Experience:

• Bachelor’s degree in marketing, Hospitality, Business, or related field (MBA a plus).
• 5+ years of experience in loyalty programs, product development, or partnerships within travel, hospitality, or airline industries.
• Proven track record of launching and scaling loyalty programs or managing cross-sector partnerships.
• Strong project management and analytical skills.
• Excellent communication, negotiation, and stakeholder management abilities.
• Experience with CRM, data platforms, and customer segmentation strategies.