Marketing Manager
Richmond International Airport (RIC) / Capital Region Airport Commission, Richmond, Virginia, United States, 23214
Richmond International Airport is adding a new
Marketing Manager
to their team. This is a newly created role that will have 1 direct report and an ability to make a large impact during a time of expansion and growth.
Position Summary This role will lead strategic marketing and customer engagement campaigns across all airport digital, social, and traditional channels to strengthen Richmond International Airport’s brand and create new value opportunities. They will partner with airport stakeholders to enhance marketing and communication tactics that drive awareness, measurable results, and an improved customer experience. They will play a key role in the airport’s marketing transformation by implementing improved processes and MarTech platforms that elevate planning, execution, engagement, and insights across initiatives impacting brand, traveler experience, consumer behavior, employee advocacy, and events.
Position Responsibilities Marketing and Customer Engagement
Collaborate and handle daily operations with marketing team members and external agency partners to develop and execute tactics that improve the RIC brand among customers and stakeholders.
Write strategy and creative briefs and project-manage the creative development and production process of marketing materials.
Develop advertising and promotional campaigns targeting consumer audiences and drive creative messaging from concept to execution and measurement.
Work closely with PR to develop coordination and execution approaches to airport news, announcements, crisis management, and events aligned with overall Marketing strategy.
Collaborate with Marketing, other departments, and airport partners to identify opportunities for promotions of existing and emerging products and services.
Develop marketing strategies that support the Airport’s revenue-generating products and services, including Parking, Concessions, and others.
Manage all integrated marketing strategies on digital and traditional channels, including paid and organic marketing solutions.
Develop paid media strategy, planning and buying, and budget optimization, remaining responsible for P&L and return on investment (ROI) of all marketing initiatives.
Oversee RIC’s website and social media to deliver exceptional digital experiences, core functionality, and digital marketing efforts according to goals and key results in the strategic plan.
Develop operational customer response strategy, SLA, rules of engagement, and reporting. Oversee all digital customer response and direct brand engagement, coordinating with all departments and partners to provide customers with any information or resolutions necessary to maintain the highest customer service.
Coordinate and manage all social media campaigns and activations.
Develop strategy and approach to identifying all cultural, crisis, and event-driven trends surfacing across all relevant channels.
Provide strategy, direction, and operational process for marketing and social community management to amplify and scale positive brand engagement.
Marketing Operations and Technology
Manage Marketing intake process, creative development, workflow, and approvals.
Maintain the Marketing calendar, delivering on-time execution and launch of all marketing campaigns and initiatives.
Administrate and manage the website CMS (Content Management System), Social Media, Management platforms, project management software, and Digital Asset Management.
Monitor all customer response across email, social, review sites, and conventional airport facility face-to-face interactions.
Monitor all digital, social, community, and forum channels for crisis identification, incoming weather impacts, and all culturally relevant trends.
Measure and analyze results and create reports to assess marketing performance and refine tactics or strategies.
Supervisory Responsibilities
This position oversees the Marketing Specialist. Supervision is the responsibility of positions in this classification.
Decisions are made within broad interpretation of applicable guidelines and federal, state, and county policies and rules.
Required Education, Experience, and Skills
Bachelor's degree in business administration, marketing, or related field. Experience may be substituted for education on a year-to-year basis.
At least six to eight (6-8) years of experience in marketing, agency, hospitality or other customer centric-focused organization focused on product marketing, loyalty, brand management, and transforming customer experience.
Proven functional and extensive working application knowledge of MarTech, Social, and associated digital platforms.
Prior power user level application and familiarity with examples of SAAS systems within these categories Creative: Adobe InDesign/ Photoshop/ Illustrator; Gen A.I. : ChatGPT, Gemini, CANVA, Copy A.I.; Project and Agile Management: Jira, Monday.com, Social: Hootsuite, Sprinklr, Sprout Social; CRM: Salesforce; Survey
Experience with digital and data-focused marketing, with an understanding of industry trends and emerging technologies, and a focus on personalization and digital transformation initiatives.
Apply standard techniques of qualitative and quantitative research and analysis to a wide range of marketing and customer experience programs. Data-driven mindset with expertise in NPS, CSAT, passenger analytics, and operational KPIs.
Manage customer experience programs and lead service-focused teams.
Build and generate excitement and momentum for all activities, initiatives and campaigns. This includes high levels of self-participation and motivation of colleagues, partners and leadership to engage with innovative and new tactics to transform culture and customer experience.
Skilled at presenting ideas and preparing concise reports that align with organizational goals.
Ability to communicate effectively, deliver clear and strategic messages, facilitate critical conversations, and demonstrate transparency to align priorities and foster trust across teams.
Ability to set, communicate, and uphold clear customer service expectations by monitoring performance, coaching team members, and ensuring consistent delivery of respectful, responsive, and efficient service that anticipates customer needs. Ability to effectively convey ideas and information through oral or visual presentations.
Set and model clear expectations for critical thinking by guiding team to analyze information objectively, evaluate alternatives, and apply structured decision-making to optimize outcomes. Ability to foster a culture of innovation and continuous learning by promoting creative problem-solving, supporting professional development, and leveraging new ideas to drive success.
#J-18808-Ljbffr
Marketing Manager
to their team. This is a newly created role that will have 1 direct report and an ability to make a large impact during a time of expansion and growth.
Position Summary This role will lead strategic marketing and customer engagement campaigns across all airport digital, social, and traditional channels to strengthen Richmond International Airport’s brand and create new value opportunities. They will partner with airport stakeholders to enhance marketing and communication tactics that drive awareness, measurable results, and an improved customer experience. They will play a key role in the airport’s marketing transformation by implementing improved processes and MarTech platforms that elevate planning, execution, engagement, and insights across initiatives impacting brand, traveler experience, consumer behavior, employee advocacy, and events.
Position Responsibilities Marketing and Customer Engagement
Collaborate and handle daily operations with marketing team members and external agency partners to develop and execute tactics that improve the RIC brand among customers and stakeholders.
Write strategy and creative briefs and project-manage the creative development and production process of marketing materials.
Develop advertising and promotional campaigns targeting consumer audiences and drive creative messaging from concept to execution and measurement.
Work closely with PR to develop coordination and execution approaches to airport news, announcements, crisis management, and events aligned with overall Marketing strategy.
Collaborate with Marketing, other departments, and airport partners to identify opportunities for promotions of existing and emerging products and services.
Develop marketing strategies that support the Airport’s revenue-generating products and services, including Parking, Concessions, and others.
Manage all integrated marketing strategies on digital and traditional channels, including paid and organic marketing solutions.
Develop paid media strategy, planning and buying, and budget optimization, remaining responsible for P&L and return on investment (ROI) of all marketing initiatives.
Oversee RIC’s website and social media to deliver exceptional digital experiences, core functionality, and digital marketing efforts according to goals and key results in the strategic plan.
Develop operational customer response strategy, SLA, rules of engagement, and reporting. Oversee all digital customer response and direct brand engagement, coordinating with all departments and partners to provide customers with any information or resolutions necessary to maintain the highest customer service.
Coordinate and manage all social media campaigns and activations.
Develop strategy and approach to identifying all cultural, crisis, and event-driven trends surfacing across all relevant channels.
Provide strategy, direction, and operational process for marketing and social community management to amplify and scale positive brand engagement.
Marketing Operations and Technology
Manage Marketing intake process, creative development, workflow, and approvals.
Maintain the Marketing calendar, delivering on-time execution and launch of all marketing campaigns and initiatives.
Administrate and manage the website CMS (Content Management System), Social Media, Management platforms, project management software, and Digital Asset Management.
Monitor all customer response across email, social, review sites, and conventional airport facility face-to-face interactions.
Monitor all digital, social, community, and forum channels for crisis identification, incoming weather impacts, and all culturally relevant trends.
Measure and analyze results and create reports to assess marketing performance and refine tactics or strategies.
Supervisory Responsibilities
This position oversees the Marketing Specialist. Supervision is the responsibility of positions in this classification.
Decisions are made within broad interpretation of applicable guidelines and federal, state, and county policies and rules.
Required Education, Experience, and Skills
Bachelor's degree in business administration, marketing, or related field. Experience may be substituted for education on a year-to-year basis.
At least six to eight (6-8) years of experience in marketing, agency, hospitality or other customer centric-focused organization focused on product marketing, loyalty, brand management, and transforming customer experience.
Proven functional and extensive working application knowledge of MarTech, Social, and associated digital platforms.
Prior power user level application and familiarity with examples of SAAS systems within these categories Creative: Adobe InDesign/ Photoshop/ Illustrator; Gen A.I. : ChatGPT, Gemini, CANVA, Copy A.I.; Project and Agile Management: Jira, Monday.com, Social: Hootsuite, Sprinklr, Sprout Social; CRM: Salesforce; Survey
Experience with digital and data-focused marketing, with an understanding of industry trends and emerging technologies, and a focus on personalization and digital transformation initiatives.
Apply standard techniques of qualitative and quantitative research and analysis to a wide range of marketing and customer experience programs. Data-driven mindset with expertise in NPS, CSAT, passenger analytics, and operational KPIs.
Manage customer experience programs and lead service-focused teams.
Build and generate excitement and momentum for all activities, initiatives and campaigns. This includes high levels of self-participation and motivation of colleagues, partners and leadership to engage with innovative and new tactics to transform culture and customer experience.
Skilled at presenting ideas and preparing concise reports that align with organizational goals.
Ability to communicate effectively, deliver clear and strategic messages, facilitate critical conversations, and demonstrate transparency to align priorities and foster trust across teams.
Ability to set, communicate, and uphold clear customer service expectations by monitoring performance, coaching team members, and ensuring consistent delivery of respectful, responsive, and efficient service that anticipates customer needs. Ability to effectively convey ideas and information through oral or visual presentations.
Set and model clear expectations for critical thinking by guiding team to analyze information objectively, evaluate alternatives, and apply structured decision-making to optimize outcomes. Ability to foster a culture of innovation and continuous learning by promoting creative problem-solving, supporting professional development, and leveraging new ideas to drive success.
#J-18808-Ljbffr