Director of CRM and Data Analytics

City of Philadelphia is hiring a Director of CRM and Data Analytics to lead strategic initiatives in customer relationship management and passenger analytics at Philadelphia International Airport. This full-time role is based in Philadelphia, Pennsylvania, and offers an opportunity to drive data-informed operations for one of the nation's busiest aviation hubs.

About the Role

As Director of CRM and Data Analytics, you'll own the vision and execution of customer insights, passenger analytics, and relationship management programs that directly enhance the traveling public's experience. You'll champion a culture of data-driven decision-making across airport operations, leveraging analytics to identify opportunities for service improvement and operational efficiency.

What You'll Do

• Oversee enterprise CRM platforms and systems that manage passenger and customer data
• Direct guest feedback collection, analysis, and reporting through surveys and other feedback mechanisms
• Develop and implement data analytics strategies that inform airport operations and service delivery
• Lead a team focused on customer experience measurement and continuous improvement
• Partner with airport leadership and operational teams to translate analytics into actionable business recommendations
• Ensure compliance with data governance, privacy, and security standards
• Establish metrics and dashboards that track guest satisfaction, operational performance, and strategic outcomes

What We're Looking For

• Proven leadership experience managing CRM platforms, customer analytics, or related data functions
• Strong background in data analytics, business intelligence, or customer insights
• Demonstrated ability to lead cross-functional teams and drive organizational change
• Experience with customer feedback systems, survey design, and passenger or customer-facing analytics
• Proficiency with analytics tools, databases, and business intelligence software
• Excellent communication skills with the ability to translate complex data into clear business insights
• Master's degree in Business, Data Science, Analytics, or related field (or equivalent professional experience)

About the City of Philadelphia

Philadelphia International Airport serves the greater Philadelphia region and beyond, operating as a critical economic and transportation hub. The City of Philadelphia is committed to modernizing services, enhancing passenger experience, and leveraging data to optimize airport operations.

How to Apply

Apply through this listing with your resume and cover letter. The City of Philadelphia reviews applications on a rolling basis.