Customer Experience & Business Development Manager

Senior Program Specialist Airport

The City of Wichita is NOT an E-Verify Employer.

Distinguishing Features of Work:

Looking for motivated self-starters! Join our team as a Customer Experience and Business Development Manager, supporting the dynamic Marketing and Communications Division at the Airport. In this role, your primary focus will be on enhancing the customer experience by implementing and managing innovative programs and services. In addition, you will have the opportunity to enhance the customer experience by researching and identifying innovative products, services, and amenities for our airport.

As a key contributor, you will be responsible for developing compelling communication and marketing materials that promote the airport, air services, properties, and other offerings. Additionally, you will actively engage in media relations, curating engaging social media content, and driving new business development initiatives.

If you thrive in a fast-paced environment, this position offers even more. You will play a vital role in assisting with air service development, while also contributing to public relations efforts, community outreach programs, and tracking regional economic developments.

If you are a proactive and results-driven professional with a passion for customer experience and business growth, we want to hear from you! Join our team and be part of shaping the future of our airport and the services we provide. The days and hours for this position are Monday-Friday 8:00AM-5:00PM. (Depending on business needs, hours might vary) Bargaining Unit: Employees Council. Posting may close at any time.

Examples of Work Performed:

• Ensure service levels provided by tenants and airport staff are at acceptable and consistent levels.
• Stay abreast of industry trends and innovations in amenities and concession offerings and "right size" them for ICT.
• Research products and services that may be implemented to enhance the customers' experience
• Maintain effective communications with airlines, concessionaires, service providers and the TSA to identify and resolve issues that impact passengers.
• Manage the airport's customer service programs and Information Desk personnel.
• Plan and implement special activities for holidays and inaugural events
• Manage the airport's social media channels with engaging content, pictures, and videos
• Develop brochures and other marketing materials
• Identify target audience, effective mediums, and communications to help promote business opportunities.
• Establish, track, and manage performance measures for all marketing efforts.
• Establish internal communications to keep internal stakeholders engaged in relevant customer service programs and initiatives.
• Assist Director of Airports in establishing public relations strategies and campaigns for major programs, projects, and initiatives.
• Assist in tracking data and building business reports to present to airlines that drive changes and/or growth in our air service.
• Receives inquiries and furnishes information as required.
• Completion of assignments may require the operation of a vehicle.
• These examples are not intended to be all-inclusive.
• Other related duties may be assigned as needed.

Requirements of Work:

• Ability to communicate clearly and effectively, both orally and in writing.
• Knowledge of excellent customer service practices and principles
• Ability to develop and maintain effective working relationships with staff at all levels of an organization, public officials, elected officials, and the public.
• Knowledge of the functions, practices and principles of information processing, analysis and management
• Knowledge of software and web development tools useful in communicating and marketing Airport programs and services.
• Knowledge of and ability to utilize Microsoft office products.
• Knowledge of principles and practices of communications, public relations, advertising, and social and traditional messaging platforms.
• Ability to deliver effective oral presentations.
• Ability to plan, organize and implement complex plans to meet stakeholder information-sharing objectives.
• Ability to develop strategic, measurable, multi-media communication projects and campaigns that engage and persuade targeted audiences.
• Skilled in social media platforms, marketing, and advertising principles
• Requires ability to acquire and maintain a valid Kansas driver's license.
• An employee shall not pose a direct threat to the health or safety of other individuals in the workplace.

Experience and Training:

Required Experience and Training:

• Two (2) years of professional experience developing and implementing marketing campaigns, customer service programs, or business development strategies in a corporate, municipal, or transportation environment.
• A valid driver's license
• Must be legally authorized to work in the United States without the need of a sponsorship.
• Attainment of passing scores on pre-employment tests.

Preferred Experience and Training:

• Bachelor's degree in marketing, Communications, Business Administration, or Public Relations.
• One (1) of experience in the aviation or airport industry, particularly in customer service, concessions, or air service development.
• One (1) year of supervisory experience.
• One (1) year of experience creating digital or print marketing materials with graphic design tools.
• One (1) year of experience conducting market research, analyzing customer feedback and performance data, and using findings to improve marketing strategies or customer experience initiatives.
• One (1) year of experience managing social media platforms.

Offers of employment are contingent upon passing mandatory ten-year background investigation that includes employment, driver's license, security threat assessment (STA), and criminal history records check (CHRC), and pre-employment physical which includes drug screening.