First Student is hiring a 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.