Salary: $97,355.00 - $134,383.00 Annually
Location : Minneapolis/St. Paul International Airport, MN
Job Type: Regular Status
Job Number: 2024-01177
Division: Strategy & Stakeholder Engagement
Department: Strategic Marketing
Opening Date: 04/12/2024
Closing Date: 4/26/2024 3:00 PM Central
MN Data Practices: The Metropolitan Airports Commission (MAC) collects information from applicants for the purposes of determining employment suitability. By providing information, MAC will use the information to determine employment suitability. Applicants are not legally required to provide the requested information. However, information not provided, other than race, gender, or disability, may prevent MAC from being able to consider the application or determine the applicant's suitability for the position. The information collected may be classified as public or private data under the MGDPA. "Public" means that data is available upon request. "Private" means the data is only available to the person the information is about, and to those who must see it in the course of conducting MAC business and as otherwise provided for by law. If the applicant becomes a MAC employee, then some of the collected information is required to be shared with a representative union.
Position Summary

Reporting to the Assistant Director of Marketing, Passenger Engagement, this position will provide strategic direction and leadership for CRM activity and programs to deliver continuous customer database growth and support achieving MAC strategic goals. As a part of the Department of Strategic Marketing and Communications within the Strategy and Stakeholder Engagement Division, the CRM Manager will lead a newly established function of the Metropolitan Airports Commission.

The Strategy and Stakeholder Engagement Division functions as an in-house team, serving as stewards of strategy, developing strategic communications and creating stakeholder champions to ensure the organization delivers on its purpose, values, and strategic goals.

The Strategic Marketing and Communications Department stewards a consistent brand voice, activates the brand to engage key constituents, and supports revenue growth and passenger engagement through strategic campaigns grounded in research and analytics. The CRM function is a natural expansion of the department and explicitly focuses on data acquisition and enrichment, as well as retention of MAC customers.
The CRM Manager is accountable for full database growth and engagement, internal CRM customer satisfaction, strategic implementations, and innovations in the CRM space, driving non-aeronautical revenue and adoption of the MSP/MAC services from customers in the database.
To apply: Click the "Apply" link located above the position description, log-in and follow the instructions provided.

Questions regarding this position can be directed to Allison Gilbert at allison.gilbert@mspmac.org or at 612-725-5987.

Applications will be accepted until 3:00 p.m. on Friday, April 26, 2024.
MAC complies with the Americans with Disabilities Act. If an accommodation is required for you to participate in the application process because of a disability, please contact Tekia Jefferson at 612-726-8196 or

MAC is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, gender, age, nationality, or disability.
Position Description

RELATIONSHIPS
Reporting Relationship: Reports to the Assistant Director of Marketing, Passenger Engagement
Organizational - Frequent contact and partnership with all MAC departments and divisions.
External Business - Frequent contact and partnership with airport tenants, ad buyers, vendors, consultants/contractors, and agency partners.
Marketing Communities - Maximizes connections in the field to collect and share best practices.
JOB DUTIES
Lead CRM marketing strategy and campaign execution

• Lead CRM strategy to drive customer acquisition and retention
• Identify opportunities to drive incremental revenue and engagement for internal CRM customers
• Formulate and implement cohesive, data-informed multichannel campaigns, including strategy and messaging
• Prioritize clear marketing objectives to protect brand equity and customer experience while ensuring marketing effectiveness
• Lead the execution of CRM-based marketing campaigns targeting passengers with specific messages through email nurture campaigns and other forms of communication
• Work across the division to ensure all CRM communications are strategically grounded
• Own the customer contact strategy to ensure peak clarity, protect against audience wear out, and maximize all opportunities to drive customer engagement
• Produce strategic analysis around growth opportunities, marketing strategies, and core business metrics to drive efficiencies, decisions, and results
• Inform annual strategic marketing plan deliverables utilizing primary and secondary research, data analysis, consumer research, market trends, contact strategy planning, and budget allocation

Track and optimize CRM performance

• Develop and track key performance indicators (KPIs), along with customer attribution and ROI models that are used to enhance marketing testing and learnings
• Monitor, optimize, and report on the performance of CRM campaigns and provide actionable insights
• Own segmented distribution lists, reports, and analysis of customers in CRM
• Audit data for cleanliness and process improvements while finding new opportunities within data for products, sales techniques, and marketing personas
• Performs continuous A/B testing of creative concepts and campaign delivery
• Manage lifecycle customer experience, including user interface with CRM, and utilize data to eliminate pain points

Lead and evolve the CRM function

• Oversee all CRM implementation
• Identify industry trends and opportunities for innovation within the CRM marketing space, including skill and resource road mapping
• Define and document CRM business requirements
• Work with the IT team and business stakeholders to identify marketing and data needs with the CRM system
• Lead the development and continuous improvement of use cases with stakeholders and prioritize according to the CRM roadmap

Lead CRM initiatives cross-functionally

• Define and lead cross-functional strategic insights
• Be the "voice and face" of CRM with proactive strategic engagement with key internal team members, vendors, and consultants to ensure buy-in and support for CRM strategic initiatives
• Partner cross-functionally to execute best practices related to specific audience development and engagement goals
• Act as an ambassador for agile best practices, lead campaign sprint reviews, and engage in daily stand-ups and campaign retrospectives.
• Participate in creative brainstorming sessions and creative reviews
• Contribute to the development of brand-building strategies and strategic implementation of projects
• Represent the Strategic Marketing department on organizational projects and committees as needed

Position Requirements

COMPETENCIES
Senior Level Individual Contributor (SRIC) Competencies

• Customer Focus - Building strong customer relationships and delivering customer-centric solutions
• Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Decision Quality - Making good and timely decisions that keep the organization moving forward
• Resourcefulness - Securing and deploying resources effectively and efficiently

Ensures Accountability - Consistently achieving results, even under tough circumstances

• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
• Values Differences - Recognizing the value that different perspectives and cultures bring to an organization
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Persuades - Using compelling arguments to gain the support and commitment of others
• Courage -Stepping up to address difficult issues, saying what needs to be said
• Instills Trust -Gaining the confidence and trust of others through honesty, integrity and authenticity
• Being Resilient -Rebounding from setbacks and adversity when facing difficult situations

MINIMUM REQUIREMENTS

• A bachelor's degree, preferably in Marketing, Advertising, Business, or a related degree
• 5-7 years of professional marketing, with 2-3 years of lifecycle marketing
• Experience with marketing automation software such as Ortto, Salesforce, Eloqua, Marketo, Adobe, or Customer.io
• Demonstrated analytical skills with experience applying them to lifecycle marketing programs
• Proven resourcefulness and ability to solve complex problems with multiple stakeholders with different interests
• Experience in agile management methodologies, corresponding project management, and communication tools
• Ability to plan and implement effective multichannel lifecycle programs
• Proven online product ownership/management experience, including CRM-related topics
• Strong written and verbal communication skills, attention to detail, and commitment to quality and accuracy
• Proven experience collaborating, driving influence and consensus, establishing and maintaining effective cross-functional working relationships, and holding cross-functional individuals accountable to their deliverables at various levels within the organization, including technical teams and business stakeholders
• Ability to speak effectively in a public forum and to develop high-quality presentations
• Intermediate skill level using Microsoft Word, Excel, PowerPoint, and Outlook

DESIRABLE REQUIREMENTS

• 4 or more years of lifecycle marketing experience, including agency experience
• Experience with gaining traction for newly established functions and maturation of recently established programs
• Advanced copywriting skills
• Experience building technical workflows for sharing information between marketing, key stakeholders, and CRM
• Experience in parking, hotel, stadium, and/or airline marketing
• Experience managing budgets
• Experience working for or with public sector entities or governmental agencies
• Supervisory experience of 1 - 2 years

Your health. Your time. Your future. Good pay is only the beginning.
See the many and generous the Metropolitan Airports Commission offers to employees.
01

I became of aware of this opportunity through:

• Job Interest Card Notification
• MAC Employee
• MAC Web Site
• LinkedIn
• GovernmentJobs.com
• Indeed.com
• Other

02

If you selected "other" to the above question, please provide detail below with where you heard of this opportunity. If you selected any other option, please put N/A here.
03

Please check the box below of your highest awarded degree.

• Master's Degree or higher
• Bachelor's Degree
• Associates Degree
• High School Diploma or GED
• Other

04

Below, please describe your highest degree awarded that you had selected in the above question. Please include the degree, the area of concentration, and the school information. If you selected "other" please explain.
05

Please check below the number of years of experience you have in professional marketing.

• 7 Years
• 6 Years
• 5 Years
• 4 Years
• 3 Years
• 2 Years
• a year or less
• No experience

06

In greater detail below, please describe your years of experience working in professional marketing.
07

Please check below the number of years of experience you have of lifecycle marketing.

• 4 Years
• 3 Years
• 2 Years
• 1 Year
• Less than one year
• No experience

08

in greater detail below, please describe your years of experience with lifecycle marketing.
09

Please select from the list below which marketing automation software systems you have experience with.

• Ortto
• Salesforce
• Eloqua
• Marketo
• Adobe
• Customer.io
• Other marketing automation software
• No marketing automation software experience

10

If you selected "other" to the question above, please describe here in greater detail what other marketing automation software you have experience with. If you selected any other option from the question above, please put N/A here.
11

Do you have any prior experience working in agency marketing?

• Yes
• No

12

If you checked "Yes" to the question above, please describe below your experience in agency marketing. If you checked no, please put N/A here.
13

Which of the following do you possess? (Check all that apply)

• Intermediate to advanced skill level in Microsoft Outlook
• Intermediate to advanced skill level in Microsoft Word
• Intermediate to advanced skill level in Microsoft Excel
• Intermediate to advanced skill level in Microsoft PowerPoint
• Other
• None of the above

14

If you selected "other" to the question above, please explain here. if you did not select "other" please put N/A here.
15

Please select from the list below any experience you may obtain. (Check all that apply)

• Experience in agile management methodologies, corresponding project management, and communication tools
• Proven experience collaborating, driving influence and consensus, establishing and maintaining effective cross-functional working relationships, and holding cross-functional individuals accountable to their deliverables at various levels within the organization, including technical teams and business stakeholders
• Experience with gaining traction for newly established functions and maturation of recently established programs
• Experience building technical workflows for sharing information between marketing, key stakeholders, and CRM
• Experience in parking, hotel, stadium, and/or airline marketing
• Experience managing budgets
• Experience working for or with public sector entities or governmental agencies
• Supervisory experience of 1 - 2 years
• Supervisory experience of over 2 years
• Other
• None of the above

16

If you selected "other" to the question above, please explain here what other experiences you have that you feel is relevant to this position. If you did not select "other" in the question above, please put N/A here.
17

Please select from the list below, what skillsets and abilities you have. (Check all that apply)

• Demonstrated analytical skills with experience applying them to lifecycle marketing programs
• Proven resourcefulness and ability to solve complex problems with multiple stakeholders with different interests
• Ability to speak effectively in a public forum and to develop high-quality presentations
• Ability to plan and implement effective multichannel lifecycle programs
• Proven online product ownership/management experience, including CRM-related topics
• Strong written and verbal communication skills, attention to detail, and commitment to quality and accuracy
• Advanced copywriting skills
• Other
• None of the above

18

If you selected "other" to the above question, please explain here. If you would like to explain any of your skillsets or abilities in greater detail, please do so here. If you do not wish to add more detail or did not select "other" please put N/A here.
Required Question