Job Description

FGP has been retained by the Capital Region Airport Commission / Richmond International Airport to lead their search for a Director of Marketing and Customer Experience.

About Us: Established in 1975 by an act of the Virginia General Assembly, the Capital Region Airport Commission owns and operates Richmond International Airport (RIC). The Commission directs the growth, operation and business activities of RIC and works tirelessly to ensure it continues to be an affordable option for local, regional, and out-of-state travelers.

Description of Responsibilities: The Director of Marketing and Customer Experience leads and implements the strategy for the Airport’s marketing channels and digital platforms, customer-facing digital transformation efforts, content and messaging strategy for owned and paid channels, daily terminal operations and the strategic transformation of passenger experience through technology and personalization. This role ensures seamless airport operations, enhances customer satisfaction, drives revenue, and implements innovative solutions that position RIC as a leader in customer experience.

Required Experience:

• Bachelor's degree in industrial engineering, business administration, marketing, or related field. Experience may be substituted for education on a year-to-year basis.
• At least seven to ten (7-10) years of experience in a leadership role in marketing, customer experience, hospitality or other customer-centric-focused organization with an emphasis on developing and implementing solutions to increase revenue and improve customer satisfaction.
• Experience working with government agencies, airlines, and airport vendors to align CX initiatives.

Required Skills:

• Ability to 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.
• Ability to manage customer experience programs and lead service-focused teams.
• Excellent communication and stakeholder management skills to influence cross-functional teams.
• Strong problem-solving and crisis management skills, with the ability to make quick decisions in high-pressure environments.

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