Senior Manager, Marketing & Customer Experience

Columbus Regional Airport Authority • Columbus, OH

4d

About The Position

The Columbus Regional Airport Authority (CRAA) manages and operates John Glenn Columbus International Airport (CMH), Rickenbacker International Airport (LCK), and Bolton Field (TZR). CRAA is a diverse group of committed and talented professionals working towards the common goal of connecting Ohio with the world. The organization is in constant motion, moving people and cargo 365 days a year. With core values of Accountability, Innovation, and Respect, CRAA creates experiences for passengers, opportunities for businesses, and economic growth for Columbus. Trust and respect are the foundation of their culture, encouraging new ideas, innovation, inclusivity, and empowerment for positive change.

Requirements

• Bachelor's Degree in marketing, advertising, communications, business, hospitality, or a related field and minimum seven (7) years of progressively responsible experience in marketing, advertising, brand management, or closely related field; equivalent of education and years of experience will be considered
• Demonstrated experience leading complex marketing initiatives from strategy through execution, including creative development, media, budgets, timelines, vendors, and performance measurement
• Experience managing agencies, consultants, or outside partners and holding them accountable for quality, cost, schedule, and results
• Demonstrated experience leading and developing a professional, high-performing team
• Experience leading cross-functional projects and influencing outcomes among teams and partners with differing responsibilities and priorities
• Strong written, verbal, presentation, analytical, and relationship-management skills
• Able to pass a pre-employment drug test, which includes testing for marijuana (medical marijuana cards are not acceptable)

Responsibilities

• Develops and executes integrated marketing and advertising strategies and annual plans aligned with CRAA’s strategic priorities, business objectives, and the needs of its airports and customers.
• Leads the planning and execution of multi-channel marketing and advertising campaigns, including paid-media strategy, media planning and buying, creative development, production, placement, optimization, and performance measurement across traditional and digital channels.
• Advances and protects CRAA and airport brands by ensuring campaigns, collateral, signage, environmental applications, and other customer-facing materials consistently reflect established brand strategy and standards and deliver a relevant, high-quality customer experience.
• Leads relationships with advertising, creative, research, media, and other agencies and vendors, establishing clear scopes, timelines, deliverables, budgets, and performance expectations.
• Utilizes market research, audience segmentation, customer data, industry trends, and voice-of-the-customer insights to inform strategies, messaging, investments, and service improvements.
• Advances an enterprise-wide customer experience strategy that establishes service standards and priorities for a seamless, accessible, and welcoming traveler journey.
• Provides direction, coaching, and quality oversight to assigned staff, interns, agencies, consultants, and vendors while fostering accountability, collaboration, innovation, and service excellence.
• Performs related work as required.

What This Job Offers

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