Cityofphiladelphia
Director of CRM and Data Analytics
Philadelphia, PA, United States · Director · Full-time
Sponsorship not specified$120k-$145kDetected 42 days ago
Data AnalysisAccessibilityCRMForecastingLeadership
About the role
- This role oversees the airport's CRM platforms, guest feedback systems, survey tools, and enterprise data dashboards.
- Oversee passenger feedback channels, including surveys, complaint systems, service metrics, and digital touchpoints.
- Identify gaps in service, areas for operational improvement, and opportunities for enhanced passenger engagement.
Responsibilities
- Maintain system accuracy, data integrity, and alignment with airport technology standards.
- Analyze passenger behavior, service patterns, operational trends, and guest experience data to support decision-making.
- Support the Guest Experience team in designing initiatives that respond directly to customer insights.
- Partner with the Guest Experience, ADA/Accessibility, Airport Operations, Marketing, and IT teams to ensure data supports key initiatives.
- Establish and maintain data governance standards, ensuring compliance, security, and responsible data use.
- Develop protocols for data collection, storage, automation, and reporting.
Requirements
- Required Competencies, Knowledge, Skills, and Abilities
- The successful candidate must be a city of Philadelphia resident within six months of hire
Nice to have
- Identify service gaps and opportunities for improvement using data.
- Integrate multiple data sources into coherent, usable information systems.
Skills
- 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.
- CRM systems, customer engagement tools, and enterprise data platforms.
Compensation
- $120,000 - $145,000
- Transportation: City employees get unlimited FREE public transportation all year long through SEPTA's Key Advantage program. Employees can ride on SEPTA buses, subways, trolleys, and regional rail for their daily commute and more.
- Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program.
- Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
- The successful candidate must be a city of Philadelphia resident within six months of hire
- If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr@phila.gov.
Benefits
- The City offers its employees 8 weeks of paid parental leave.
- We offer Comprehensive health coverage for employees and their eligible dependents.
- Our wellness program offers eligibility into the discounted medical plan
- Employees receive paid vacation, sick leave, and holidays
- Generous retirement savings options are available
- Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!
- Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!
- Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia.
- As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.
Apply directly at Cityofphiladelphia →Create a free account for alerts like thisView Cityofphiladelphia immigration profile
This listing is sourced directly from Cityofphiladelphia's careers page and normalized into a canonical job model.