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 d...