Come Join our Family Today!Together, We Make Travel Better!
What you’ll be doing:The Manager/ Senior Manager, E-Commerce leads the execution of the online sales strategy and ensures a seamless, customer-focused booking experience across Plaza Premium Group’s products and services, including lounges, hotels, and airport passenger services.
This role is accountable for delivering online revenue performance and optimising the end-to-end digital customer journey, from acquisition through conversion and repeat usage. Working closely with cross-functional stakeholders, the Senior Manager drives approved initiatives, platform enhancements, and data-led improvements to maximise engagement, conversion, and long-term value. Strong commercial acumen, leadership capability, and a solid understanding of UI/UX, digital marketing, and lifecycle strategies are key to success.
Own and deliver online revenue targets across Plaza Premium Group’s e-commerce channels, including website and app.Manage day-to-day performance of the booking platform, ensuring strong conversion, usability, and customer experience.Optimise the end-to-end booking journey across web and mobile, working closely with UX/UI, technology, and operations teams.Partner with marketing and growth teams to drive qualified traffic through paid media, SEO, CRM, and promotions.Analyse e-commerce performance, booking funnels, and customer behaviour to identify opportunities for improvement.Coordinate platform enhancements, content updates, and campaign launches with internal teams and external partners.Support upsell and cross-sell initiatives to increase average booking value and pre-arrival revenue.Lead and develop a small e-commerce team, ensuring clear priorities and strong execution.
About you:University degree in Business, Marketing, E-Commerce, or a related field.7–10 years’ experience in e-commerce or digital commerce roles, preferably within travel or hospitality.Proven experience managing online booking platforms and driving revenue growth.Strong understanding of e-commerce performance metrics, conversion optimisation, and customer journeys.Familiarity with digital marketing channels and working with performance or growth teams.Data-driven mindset with experience using analytics tools such as Google Analytics or similar.Strong stakeholder management skills and ability to work across commercial, technical, and operational teams.Hands-on, detail-oriented, and comfortable operating in a fast-paced environment.
Come Join our Family Today!Together, We Make Travel Better!
What you’ll be doing:The Associate Director of E-Commerce is accountable for driving Plaza Premium Group’s digital commerce and online revenue growth across owned platforms.
Sitting at the intersection of commercial strategy, digital acquisition, customer experience, and technology, the role ensures that traffic generation, conversion optimisation, and monetisation are tightly aligned. The position provides strategic direction, leads execution through specialist teams, and partners closely with regional and global stakeholders to scale e-commerce capabilities across lounges, hotels, airport dining, and airport passenger services.
Lead the E-Commerce team and oversee the end-to-end online business, including website, app, and digital product initiativesOwn the performance marketing and growth strategy to drive traffic, conversion, and revenueDevelop and execute global e-commerce strategy, including merchandising, pricing, promotions, and digital campaignsCollaborate with marketing, UX/UI, CRM/CDP, and data teams to optimise customer experience and digital journeysAnalyse performance metrics and provide actionable insights to drive growth and improve ROIIdentify opportunities for innovation and digital transformation across e-commerce platformsManage and mentor e-commerce and performance marketing teams, ensuring alignment with business priorities
About you:University degree in Marketing, Business, Digital Media, or related field10+ years’ experience in e-commerce, digital marketing, or performance marketing, with at least 3 years in a leadership roleProven track record of driving online growth, conversion, and revenue through e-commerce and performance marketing initiativesStrong understanding of digital platforms, e-commerce ecosystems, and online customer journeysExperience with e-commerce tools, analytics platforms, and performance marketing channels (Google Ads, Meta Ads, SEO, etc.)Excellent leadership, communication, and stakeholder management skillsAnalytical mindset with ability to translate data into actionable strategies
Perform Front Office Operationsteam's delivery of guest services to ensure adherence to organisational standards and proceduresdaily front office activities to ensure operational efficiencyresources and allocate work assignments to team membersirregularities related to the delivery of front office servicesuggestive selling techniques to sell and to promote other services of the lounge to mazimise revenuethe check-ins and check-outs for guests and large groupscashier-related functionsall wake-up calls request timelyproper telephone etiquette
Drive service and operational excellenceday-to-day operations to deliver high level of service for our guests consistentlyand ensure quality of food, guest services, hygiene, cleanliness and tidiness to achieve total customer satisfaction and meet company standardsout regular checks of all areas of the lounge to ensure cleanliness and tidiness at all times and the functionality of all facilities.briefing on events and updates for new admission instructions.guests with respect and handles walk-in requests, registration procedures and guest complaints with professionalism to promote a positive first impressioninformation and recommendations to guests on lounge’s services and airport-related activitiesin resolving guests’ concerns and feedback to ensure guest satisfactionrapport with guests to enhance service experienceall incoming calls from internal or external parties and ensure that every call received is attended to promptly and pleasantly, takes messages accuratelyimprovements to enhance operational efficiency and guest experienceinnovation, improvement and sustainability plans for continuous improvementas a role model for service excellence to drive service
Operational risks policyteam's compliance with data protection regulation and organisational security procedures for guest registration and credit and cash transactionsto identify, manage and have a appropriate follow up on the potential security threatto assist in execute response and recovery actions during emergency situationssafety and emergency procedures, is aware of accident prevention policiesReports any unusual occurrences or requests to the manager
Human resource, finance and report Managementoperations reports for management updatesadministration duties include staff roster and duty assignmentscoaching and feedback to improve team performanceteam performance and provide feedback for improvementdepartment meetings
Other Undertake a busy and fast-paced role with varied dutiesAny ad hoc duties as assigned
The ideal candidate will be responsible for the entire operations of the Kitchen Department of the Company, all Kitchen operations in any of the Business unit within the care of Plaza Premium Lounge Singapore Pte Ltd to the best culinary reputation and innovation in the business environment that the Company is operating in while maintaining budgeted labour and food costs. ResponsibilitiesSet up SOP and policies and ensuring the effective implementation of these policies and procedures. Responsible for pre-opening procurement of Kitchen equipment and utensils giving specifications, quality and quantity descriptions. Create and introduce recipes, food presentation standards, food promotions working closely with the Regional General Manager, the HQ Director of Operations, and Group Executive Chef. Ensure control of food costs and wastage while ensuring quality of food and its service meets the quality standards. Together with the Procurement Manager, review suppliers price rates ensuring that only the best quality products are supplied at best prices. Checks the market lists raised from each operating Kitchen to ensure adequate stocks are raised to meet service demands and competitive buying is practiced. Periodically checks on quality of goods received and to highlight issues of concern to the Procurement Manager/ Financial Controller. Continuously plans creative and unique menu items to appeal to the target market. Personally taste food produced from all operating Kitchens to verify quality standards and recipe specification and ensure consistency in quality and taste. Develops and trains Chefs, delegate responsibility, maximize productivity while minimizing labour cost. Plan and develop annual Kitchen operation budgets. Attend meetings, conducts meetings with the whole kitchen brigade weekly to discuss problems, changes to menus/recipes, upcoming business, special promotions etc. Work with the Cost Controller to ensure all menus, dishes and recipes are costed. To manage staffing levels to ensure service is performed with a broad range of skills and efficiency to ensure customer service is maintained. Encourage team building environments. Ensure Safety Health and Sanitation issues are always followed and addressed and the Kitchen department neat and clean. Ensure all Kitchen equipment/ utensils are properly used and table care of to retain equipment usage. Any other duties as may be assigned by the management from time to time.
Qualifications
Minimum 8–10 years of progressive culinary experience, with at least 10 years as head chef.Proven experience managing multi-outlet or multi-unit kitchen operations, preferably in airport lounges, hotels, or high-volume F&B environments.Experience in pre-opening kitchen setup, including equipment specification, procurement planning, and operational workflow design.Demonstrated experience in menu engineering, food cost control, and kitchen budgeting.
