Senior Manager, Marketing & Customer Experience

The Columbus Regional Airport Authority manages and operates passenger-focused John Glenn Columbus International Airport (CMH), cargo-focused Rickenbacker International Airport (LCK), and general aviation airport Bolton Field (TZR).

We are a diverse group of committed and talented professionals who show up every day to take CRAA to new heights. Although our roles are as diverse as we are - from Custodial Services to Customer Service, from Accounting to Airport Police, from HVAC to Human Resources - we have one common goal: connect Ohio with the world.

Our organization is in constant motion, moving people and cargo 365 days a year. With our core values of Accountability, Innovation and Respect guiding us, we each do our part to contribute to our organization, the aviation industry, local businesses, and the economy. We create experiences for passengers, we create opportunities for businesses, and we create economic growth for Columbus.

Trust and respect are the foundation of our culture. We invite new ideas. We encourage innovation. We are inclusive and welcoming. We are empowered to enact positive change.

• 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.

• 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)
• Target salary range for this position is $145,000 - $165,000. The offered salary is evaluated using internal equity, job knowledge, skills, experience and other key factors.

The Columbus Regional Airport Authority is an equal opportunity employer and does not discriminate in hiring or terms and conditions of employment because of an individual’s race, color, religion, gender, age, national origin, veteran status, disability,and all other groups or classes protected by applicable federal, state or local laws. The Authority does not tolerate violence or drug use in the workplace.