Director of CRM and Data Analytics

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, and service metrics
• Develop dashboards, reports, and analytics tools to provide actionable insights to senior leadership
• Analyze passenger behavior, service patterns, and operational trends to support decision-making
• Establish and maintain data governance standards, ensuring compliance, security, and responsible data use
• Partner with Guest Experience, Airport Operations, Marketing, and IT teams to align data with key initiatives

Requirements

• Bachelor’s degree in data analytics, information systems, business, or a related field
• 5-7 years of progressive experience in CRM management, data analytics, or business intelligence
• Knowledge of CRM systems, customer engagement tools, and enterprise data platforms
• Proficiency in data analytics techniques including dashboarding, forecasting, and segmentation
• Ability to translate complex data into clear, actionable recommendations for senior leadership

Preferred Qualifications

• Experience in large public facility, airport, airline, or hospitality analytics environments
• Experience with passenger experience metrics and customer satisfaction methodologies

Benefits

• Unlimited free public transportation via SEPTA’s Key Advantage program
• 8 weeks of paid parental leave
• Comprehensive health coverage for employees and dependents
• Generous retirement savings options
• Eligibility for Public Service Loan Forgiveness (PSLF)
• Tuition discounts and scholarships through local college partnerships

About the Company

The Philadelphia International Airport is a major hub serving more than 30 million passengers annually. As part of the City of Philadelphia, we offer a vibrant work environment with opportunities to make a significant impact on the community.