Director of CRM and Data Analytics

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 requirements.
• All other duties as assigned.

Required Competencies, Knowledge, Skills, and Abilities

Knowledge 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.