Marketing and Customer Experience Manager

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Marketing and Customer Experience Manager

Marketing and Customer Experience Manager
Washington, DC

Fraport USA is a wholly-owned U.S. subsidiary of Fraport AG, one of the largest airport operators worldwide, with airports in Germany, Greece, Peru, Brazil, India, Turkey, Slovenia, Bulgaria, China, and the USA. Fraport’s experience is the gold standard for customer-centric airport development, management and concession operation, with two of Fraport USA’s airports ranked in USA Today’s Top Ten Airports for Shopping for 2023.

Fraport works closely with airport stakeholders to bring a unique, authentic sense of place to customers’ airport experiences with brilliant local food and beverage offerings, regional retail and service concessions and a host of other features that positively shape an airport encounter.

What is in it for you:

• Global opportunities to grow on four continents
• Paid Time Off
• Best in Class Medical, Dental and Vision Insurance, 401K, Life Insurance
• Career Development training and coaching
• A creative, exciting work environment

What You Will Be Doing
Reporting to the Vice President of Operations, the Marketing and Customer Experience Manager will leverage their skills to optimize sales and customer experience for the Ronald Reagan Washington National Airport (DCA) and Washington Dulles International Airport (IAD) concession programs. The Marketing and Customer Experience Manager will:

• Oversee marketing, customer experience, and events for Fraport Washington’s Concession Program at DCA and IAD.
• Contribute to forecasting and budgeting of annual and monthly marketing revenue and spend.
• Plan, create and execute compelling initiatives to increase awareness and sales of food and beverage, retail, and service subtenants in the program.
• Provide leadership and strategy for advertising, web presence, social media content, promotions, PR campaigns, marketing and educational events, signage and way finding, and barricade graphics.
• Manage the production of collateral communication pieces and digital content from multiple vendors.
• Prepare detailed reports based on statistical data collected as appropriate.
• Assist with the preparation and execution of press releases, media alerts, advertising copy and other media communications.
• Serve as a liaison between airport tenants and Fraport Washington, responsible for fostering positive tenant and peer relationships at the airport.
• Perform market research and due diligence on prospective marketing opportunities that enhance the concessions program growth and development under compliance with the Master Lease.
• Provide merchandising support to tenants, driving results in product presentation and store appearance.
• Ensures subtenants are in compliance with all facets of their sublease.
• Interprets business problems and develops visualization solutions for use in decision making.
• Prepares, submits and tracks notifications of violations and resolution.
• Manages the day-to-day business of assigned retail and food & beverage operators for best practice service; highest quality of operational standards; and health, safety and security compliance.
• Performs periodic operating audits on retail units, and partners with the Operator to review results, and restore negative impactors.
• Establishes and maintains professional relationships with users, tenants, and airport representatives.
• Represents Fraport USA at events, public and professional meetings.
• Prepares detailed reports as required.
• Reviews third-party contracts for compliance
• Performs other related duties as required.

Qualifications Your experience and skills include:

• A minimum of three years of experience in marketing and merchandising, managing a program of similar size is required.
• Operations experience in property marketing, property management, asset management, food & beverage, hospitality, real estate, or airport concessions management is desired.
• 4-Year bachelor’s degree or associate degree or equivalent combination of work experience

Preferred Education & Experience

• Multi-unit Property management experience.
• Experience with state and federal compliance.

Licenses & Certifications

• Must be able to obtain and maintain…