Director of CRM and Data Analytics

City of Philadelphia • Philadelphia, PA

16h • Onsite

About The Position

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.

Requirements

• Knowledge of CRM systems, customer engagement tools, and enterprise data platforms.
• Knowledge of data analytics techniques, including dashboarding, forecasting, segmentation, and performance tracking.
• Knowledge of passenger experience metrics and customer satisfaction methodologies.
• Knowledge of large public facility, airport, airline, or hospitality analytics environments.
• Knowledge of data governance, privacy standards, and data-quality assurance.
• Skills in designing dashboards, reports, and analytical models for diverse audiences.
• Skills in managing CRM systems, customer databases, and digital feedback platforms.
• Skills in translating complex data into clear, actionable recommendations.
• Skills in communicating insights visually and verbally with senior leadership.
• Skills in leading cross-functional collaborations and stakeholder engagement.
• Ability to build and execute a long-term CRM and analytics strategy aligned with airport goals.
• Ability to identify service gaps and opportunities for improvement using data.
• Ability to integrate multiple data sources into coherent, usable information systems.
• Ability to manage multiple projects and priorities in a fast-paced airport environment.
• Ability to maintain high accuracy, attention to detail, and data integrity.
• 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.
• The successful candidate must be a city of Philadelphia resident within six months of hire.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• Comprehensive health coverage for employees and their eligible dependents.
• Wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available
• Public Service Loan Forgiveness program eligibility
• Tuition Discounts and Scholarships (10% to 40% savings on educational expenses for employees, spouse, and dependents)
• Unlimited FREE public transportation all year long through SEPTA’s Key Advantage program.
• 8 weeks of paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Director