Director of CRM and Data Analytics

Position Summary

The Director of CRM & Data Analytics is responsible for leading Philadelphia International Airports customer insights passenger analytics and relationship management strategy to support best-in-class guest experience operational excellence and data-driven decision-making.

This role oversees the airports CRM platforms guest feedback systems survey tools and enterprise data dashboards. The Director develops a unified customer data strategy transforming raw data into insights that inform service improvements airport programming passenger engagement and strategic planning across PHL.

Essential Functions

• Lead the strategy implementation and continuous improvement of PHLs CRM systems and guest experience data platforms.
• Oversee passenger feedback channels including surveys complaint systems service metrics and digital touchpoints.
• Ensure CRM data captures the full customer journey integrating information from airlines airport partners and internal systems.
• Maintain system accuracy data integrity and alignment with airport technology standards.
• Develop dashboards reports and analytics tools that provide clear actionable insights to senior leadership and operational teams.
• Analyze passenger behavior service patterns operational trends and guest experience data to support decision-making.
• Identify gaps in service areas for operational improvement and opportunities for enhanced passenger engagement.
• Lead regular reporting cycles including monthly quarterly and ad hoc performance analyses.
• Oversee all guest feedback channels ensuring timely response analysis and integration into service improvements.
• Create systems to analyze complaints compliments and service themes across the airport.
• Support the Guest Experience team in designing initiatives that respond directly to customer insights.
• Evaluate the effectiveness of guest programs using data-driven KPIs.
• Partner with the Guest Experience ADA/Accessibility Airport Operations Marketing and IT teams to ensure data supports key initiatives.
• Work with airlines terminal operators and airport tenants to share insights and align passenger experience strategies.
• Provide data leadership for airport-wide strategic planning innovation projects and executive decision-making.
• Establish and maintain data governance standards ensuring compliance security and responsible data use.
• Develop protocols for data collection storage automation and reporting.
• Coordinate with IT and Risk Management to ensure systems comply with cybersecurity and privacy requirements.
• All other duties as assigned.

Required Competencies Knowledge Skills and Abilities

Knowledge of:

• CRM systems customer engagement tools and enterprise data platforms.
• Data analytics techniques including dashboarding forecasting segmentation and performance tracking.
• Passenger experience metrics and customer satisfaction methodologies.
• Large public facility airport airline or hospitality analytics environments.
• Data governance privacy standards and data-quality assurance.

Skills in:

• Designing dashboards reports and analytical models for diverse audiences.
• Managing CRM systems customer databases and digital feedback platforms.
• Translating complex data into clear actionable recommendations.
• Communicating insights visually and verbally with senior leadership.
• Leading cross-functional collaborations and stakeholder engagement.

Abilities to:

• Build and execute a long-term CRM and analytics strategy aligned with airport goals.
• Identify service gaps and opportunities for improvement using data.
• Integrate multiple data sources into coherent usable information systems.
• Manage multiple projects and priorities in a fast-paced airport environment.
• Maintain high accuracy attention to detail and data integrity.

Qualifications :

Bachelors degree in data analytics information systems business or a related field preferred.

Five to seven years of progressive experience in CRM management data analytics business intelligence or customer insights.

We value diverse experiences and are open to flexible qualifications. If you are passionate about this role and meet some of the key criteria we encourage you to apply.

Additional Information :

TO APPLY: Interested candidates must submit a cover letter and resume.

Salary Range: $120000 - $145000

Discover the Perks of Being a City of Philadelphia Employee:

• Transportation: City employees get unlimited FREE public transportation all year long through SEPTAs Key Advantage program. Employees can ride on SEPTA buses subways trolleys and regional rail for their daily commute and more.
• Parental Benefits: The City offers its employees 8 weeks of paid parental leave.
• We offer Comprehensive health coverage for employees and their eligible dependents.
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation sick leave and holidays
• Generous retirement savings options are available
• Pay off your student loans faster - As a qualifying employer City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
• Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses extending not only to City employees but in some cases spouse and dependents too!

Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22 2023 vaccinations are no longer required for new employees that work in non-medical non-emergency or patient facing positions with the City of Philadelphia. As a result only employees in positions providing services that are patient-facing medical care (ex: Nurses doctors emergency medical personnel) must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race ethnicity color sex sexual orientation gender identity religion national origin ancestry age disability marital status source of income familial status genetic information or domestic or sexual violence victim status. If you believe you were discriminated against call the Philadelphia Commission on Human Relations at or send an email to

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No

Employment Type :

Full-time