Position Summary
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.