Position SummaryThe 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 FunctionsLead 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 AbilitiesKnowledge 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.
