Agency Description

The Philadelphia International Airport is the only major airport serving the 9th largest metropolitan area in the United States. It is one of the busiest airports in the country, serving more than 30 million passengers annually. Twenty-seven airlines, including all domestic carriers, offer nearly 323 daily departures to more than 120 destinations worldwide. The airport generates $16.8 billion to the economy and accounts for 106,000 full time jobs.

The Northeast Philadelphia airport is situated on 1150 acres in the northeast part of the City of Philadelphia, PNE is Pennsylvania's third busiest airport, providing "on call" US Customs, Immigrations and United States Department of Agriculture services to corporate international travel. The Airport averages 215-based aircraft, dominated by single engine aircraft, plus twins, jets, turboprops and helicopters.

Job Description

PositionSummary

The Director of CRM & Data Analytics is responsible for leading Philadelphia International Airport's 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 airport's 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 PHL's 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

Bachelor's 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: $120,000 - $145,000

Discover the Perks of Being a City of Philadelphia Employee:

• Transportation: City employees get unlimited FREE public transportation all year long through SEPTA's 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.