Senior Manager, Marketing & Customer Experience

Responsibilities

• Develops and executes integrated marketing and advertising strategies and annual plans aligned with CRAA’s strategic priorities, business objectives, and the needs of its airports and customers.
• Leads the planning and execution of multi-channel marketing and advertising campaigns, including paid-media strategy, media planning and buying, creative development, production, placement, optimization, and performance measurement across traditional and digital channels.
• Advances and protects CRAA and airport brands by ensuring campaigns, collateral, signage, environmental applications, and other customer-facing materials consistently reflect established brand strategy and standards and deliver a relevant, high-quality customer experience.
• Leads relationships with advertising, creative, research, media, and other agencies and vendors, establishing clear scopes, timelines, deliverables, budgets, and performance expectations.
• Utilizes market research, audience segmentation, customer data, industry trends, and voice-of-the-customer insights to inform strategies, messaging, investments, and service improvements.
• Advances an enterprise-wide customer experience strategy that establishes service standards and priorities for a seamless, accessible, and welcoming traveler journey.
• Provides direction, coaching, and quality oversight to assigned staff, interns, agencies, consultants, and vendors while fostering accountability, collaboration, innovation, and service excellence.
• Performs related work as required.

Requirements

• Bachelor's Degree in marketing, advertising, communications, business, hospitality, or a related field and minimum seven (7) years of progressively responsible experience in marketing, advertising, brand management, or closely related field; equivalent of education and years of experience will be considered
• Demonstrated experience leading complex marketing initiatives from strategy through execution, including creative development, media, budgets, timelines, vendors, and performance measurement
• Experience managing agencies, consultants, or outside partners and holding them accountable for quality, cost, schedule, and results
• Demonstrated experience leading and developing a professional, high-performing team
• Experience leading cross-functional projects and influencing outcomes among teams and partners with differing responsibilities and priorities
• Strong written, verbal, presentation, analytical, and relationship-management skills
• Able to pass a pre-employment drug test, which includes testing for marijuana (medical marijuana cards are not acceptable)