Director of CRM and Data Analytics

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions. 
• Growth - Philadelphia is growing, why not grow with it? 
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description

The Philadelphia International Airport is the only major airport serving the 9th largest metropolitan area in the United States. It is one of the busiest airports in the country, serving more than 30 million passengers annually. Twenty-seven airlines, including all domestic carriers, offer nearly 323 daily departures to more than 120 destinations worldwide. The airport generates $16.8 billion to the economy and accounts for 106,000 full time jobs. 

The Northeast Philadelphia airport is situated on 1150 acres in the northeast part of the City of Philadelphia, PNE is Pennsylvania’s third busiest airport, providing “on call” US Customs, Immigrations and United States Department of Agriculture services to corporate international travel. The Airport averages 215-based aircraft, dominated by single engine aircraft, plus twins, jets, turboprops and helicopters. 

Job Description

Position Summary

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.

Essential Functions

• 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 requi