Marketing and Customer Experience Manager

Description

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
• Bonus potential
• 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 airport concession programs. The Operations 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 wayfinding, 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.

Requirements

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.
• Vendor management.

Licenses & Certifications

• Must be able to obtain and maintain airport Security Identification Display Area (SIDA) badge.

Your Team and Working Environment

• You will work in a small, nimble team in an exciting airport environment while liaising with USA and global headquarters support teams.
• You will interact and assist subtenants ranging from small local businesses to multinational corporations and everything in between.

Visa Requirements: Must be legally authorized to work in the U.S.A

Physical Demands

The physical demands consist of moving from one work location to another, sitting or standing at a workstation for extended periods of time and may involve lifting objects weighing up to 15 pounds. Must be able to perform the physical requirements of the position with or without reasonable accommodation.

Work Schedule

Work may require weekend, afternoon, and or evening.

Our Commitment To Diversity & Inclusion

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. Forty percent of our program is represented by Airport Concession Disadvantaged Business Enterprises and our innovative Launchpad accelerator provides financial and technical support to local minority and woman owned businesses.