The Marketing and Customer Service Manager is responsible for implementing all aspects of the Marketing and Customer Service initiatives for Logan Airport’s Concessions Program.
Overall Responsibilities • Develop and implement marketing communications and customer service programs designed to maximize sales, enhance customer service, and meet the needs of the general public. • Establish and maintain effective relationships with Massport, airlines and other airport stakeholders. • Develop an annual marketing and customer service plan and corresponding budget for review by and discussion with Massport.
Specific Responsibilities • Track sales, percentage rent, and the effectiveness of sales promotions. • Convene regular tenant meetings and obtain input from individual tenants. • Provide recommendations to tenants on marketing, customer service, visual merchandising, etc. • Monitor tenant compliance with marketing lease clauses. • Implement and manage the Secret Shop Program. • Develop and implement special events and community relations activities. • Write and distribute media releases and advisories for special events, exhibits, store openings, etc. • Develop, implement, and manage media schedule and collateral program. • Coordinate barricade graphics program and seasonal displays and decorations. • Monitor visual merchandising and manage visual merchandisers as needed. • Conduct market research campaigns and communicate results. • Develop and maintain web page and social media program in coordination with Massport. • Coordinate integration of concessions data into Massport’s Directory Management Studio/Digital Passenger Information Program. • Assist with tenant outreach initiatives and job fairs. • Participate in the Manager-on-duty program. • Procure and manage marketing-related and customer service related vendor and consulting contracts. • Manage customer service “hotline” and respond to all customer inquiries in a timely manner.
Areas of Expertise • Must be marketing-savvy in all disciplines: Internet, public relations, advertising, special events, promotional materials, social media, web sites, etc. • Must be detail oriented, have excellent written and verbal skills. • Excellent organizational and time-management skills, self-starter, and thorough budget manager. Required Education and Experience • Relevant degree or diploma from an accredited post-secondary educational institution. • Five years of retail marketing experience; experience in airports or transportation settings preferred. • Experience and knowledge with social media and social networking. • History of involvement in civic or community affairs. • ICSC designation a plus.