Airport Customer Experience Manager

$65,804 - $98,706/Yr

City of Lakeland - Lakeland, FL

Part-time - Mid Level

Lakeland, FL

Executive, Legislative, and Other General Government Support

About the position

The Airport Customer Experience Manager is an advanced administrative role responsible for enhancing customer relations and experiences at Lakeland Linder International Airport. This position involves managing public events, marketing initiatives, and responding to public inquiries, while also serving as a liaison during emergencies. The role requires strong interpersonal skills, initiative, and the ability to work independently within established guidelines.

Responsibilities

• Develops and implements customer relations programs and projects.
• Develops and implements surveys, opinion polls, or questionnaires to determine tenant and user satisfaction levels with airport services.
• Serves as the primary liaison between the airport and its tenants and users, resolving complaints or referring matters as appropriate to other airport personnel.
• Serves as the airport's representative to the City of Lakeland Communications Department, coordinating ongoing marketing and informational programs.
• Serves as the airport's representative to the Joint Information Center (JIC) in the event of its activation due to an emergency situation at the airport.
• Prepares general presentations, statements, and press releases for the airport, coordinating their dissemination with the Communications Director and external parties.
• Supports positive airline customer experience and engagement, monitoring the daily operational environment to optimize customer experience.
• Supports airline customers during irregular operations, coordinating customer support efforts with airline employees and stakeholders.
• Supports Polk County Tourism and Sports Marketing and concessionaires concerning customer services at the airport.
• Supports airport concessionaires, tenants, and users with compliance, insurance renewals, and overall success.
• Represents the airport at community events, trade shows, and conventions, marketing airport services and development opportunities.
• Leads and manages airport-sponsored events and programs, including fundraising and scholarship programs.
• Leads and manages the airport's lost property program, seeking to return items to customers.
• Responds to questions and inquiries from the public, tenants, airport users, and the media.

Requirements

• Bachelor's degree from an accredited four-year college or university in Business Administration, Public Administration, Communications, or a related field.
• Three years of training and experience in business administration, public administration, tenant relations, guest relations, or customer experience management, preferably in an airport or aviation environment.
• Strong organizational and problem-solving skills.
• Ability to read and interpret lease agreements and insurance documents.
• Ability to communicate clearly and effectively both orally and in writing.
• Skilled in using computer-based applications including Microsoft Office (Word, Excel, PowerPoint).

Nice-to-haves

• Knowledge of the State of Florida's Sunshine Law and management of public records requests.
• Experience in an airport or aviation environment.

Benefits

• Annual leave accumulated bi-weekly based on years of service.
• Sick leave accrued biweekly based on years of service.
• Sick leave pool for catastrophic illnesses.
• Family and Medical Leave for up to twelve weeks.
• Pension plan with mandatory participation for full-time employees.
• Tuition reimbursement program up to $2,500 per fiscal year.
• Twelve paid holidays including a personal floating holiday.
• Free parking while at work.