Responsibilities
- Lead the development and ongoing enhancement of CRM platforms and customer experience data systems.
- Manage passenger feedback mechanisms such as surveys, complaint logs, service metrics, and online interactions.
- Ensure CRM systems record end-to-end customer interactions by integrating data from airline partners, airport collaborators, and internal sources.
- Maintain accurate system records, data quality, and compliance with airport technology protocols.
- Design and deliver dashboards, reports, and analytical tools that offer practical insights to executives and operations staff.
- Examine traveler behavior, service trends, operational patterns, and customer experience data to guide strategic choices.
- Identify service deficiencies, opportunities for operational efficiency, and ways to improve passenger interaction.
- Manage recurring reporting schedules, including monthly, quarterly, and on-demand performance reviews.
- Supervise all customer feedback channels, ensuring prompt review, evaluation, and application to service upgrades.
- Build systems to assess complaints, positive feedback, and recurring service issues across the airport environment.
- Assist the customer experience team in creating programs based on direct passenger insights.
- Measure guest program success using data-backed key performance indicators.
- Collaborate with customer experience, accessibility, airport operations, marketing, and IT departments to align data with strategic goals.
- Engage with airlines, terminal operators, and on-site tenants to exchange data insights and coordinate service strategies.
- Provide analytical leadership for organization-wide planning, innovation efforts, and executive-level decisions.
- Define and enforce data governance policies to ensure compliance, security, and ethical data usage.
- Create procedures for data gathering, storage, automation, and reporting workflows.
- Work with IT and risk management teams to meet cybersecurity and data privacy standards.
- Perform additional duties as required.
