Customer Experience & Business Development Manager

The City of Wichita is NOT an E-Verify Employer.

Distinguishing Features of Work

Looking for motivated self-starters!

Join our team as a Customer Experience and Business Development Manager, supporting the dynamic Marketing and Communications Division at the Airport. In this role, your primary focus will be on enhancing the customer experience by implementing and managing innovative programs and services. In addition, you will have the opportunity to enhance the customer experience by researching and identifying innovative products, services, and amenities for our airport.

As a key contributor, you will be responsible for developing compelling communication and marketing materials that promote the airport, air services, properties, and other offerings. Additionally, you will actively engage in media relations, curating engaging social media content, and driving new business development initiatives.

If you thrive in a fast-paced environment, this position offers even more. You will play a vital role in assisting with air service development, while also contributing to public relations efforts, community outreach programs, and tracking regional economic developments.

If you are a proactive and results-driven professional with a passion for customer experience and business growth, we want to hear from you! Join our team and be part of shaping the future of our airport and the services we provide.

The Days and Hours for this position: Monday-Friday 8:00AM-5:00PM

(Depending on business needs, hours might vary)

Bargaining Unit: Employees Council

• Posting may close at any time**
  
  

Examples of Work Performed

• Ensure service levels provided by tenants and airport staff are at acceptable and consistent levels.
• Stay abreast of industry trends and innovations in amenities and concession offerings and “right size” them for ICT.
• Research products and services that may be implemented to enhance the customers' experience
• Maintain effective communications with airlines, concessionaires, service providers and the TSA to identify and resolve issues that impact passengers.
• Manage the airport's customer service programs and Information Desk personnel.
• Plan and implement special activities for holidays and inaugural events
• Manage the airport's social media channels with engaging content, pictures, and videos
• Develop brochures and other marketing materials
• Identify target audience, effective mediums, and communications to help promote business opportunities.
• Establish, track, and manage performance measures for all marketing efforts.
• Establish internal communications to keep internal stakeholders engaged in relevant customer service programs and initiatives.
• Assist Director of Airports in establishing public relations strategies and campaigns for major programs, projects, and initiatives.
• Assist in tracking data and building business reports to present to airlines that drive changes and/or growth in our air service.
• Receives inquiries and furnishes information as required.
• Completion of assignments may require the operation of a vehicle.
• These examples are not intended to be all-inclusive.
• Other related duties may be assigned as needed.
  
  

Requirements of Work

• Ability to communicate clearly and effectively, both orally and in writing.
• Knowledge of excellent customer service practices and principles
• Ability to develop and maintain effective working relationships with staff at all levels of an organization, public officials, elected officials, and the public.
• Knowledge of the functions, practices and principles of information processing, analysis and management
• Knowledge of software and web development tools useful in communicating and marketing Airport programs and services.
• Knowledge of and ability to utilize Microsoft office products.
• Knowledge of principles and practices of communications, public relations, advertising, and social and traditional messaging platforms.
• Ability to deliver effective oral presentations.
• Ability to plan, organize and implement complex plans to meet stakeholder information-sharing objectives.
• Ability to develop strategic, measurable, multi-media communication projects and campaigns that engage and persuade targeted audiences.
• Skilled in social media platforms, marketing, and advertising principles
• Requires ability to acquire and maintain a valid Kansas driver's license.
• An employee shall not pose a direct threat to the health or safety of other individuals in the workplace.
  
  

Experience and Training

Required Experience And Training

• Two (2) years of professional experience developing and implementing marketing campaigns, customer service programs, or business development strategies in a corporate, municipal, or transportation environment.
• A valid driver's license
• Must be legally authorized to work in the United States without the need of a sponsorship.
• Attainment of passing scores on pre-employment tests.
  
  

Preferred Experience And Training

• Bachelor's degree in marketing, Communications, Business Administration, or Public Relations.
• One (1) of experience in the aviation or airport industry, particularly in customer service, concessions, or air service development.
• One (1) year of supervisory experience.
• One (1) year of experience creating digital or print marketing materials with graphic design tools.
• One (1) year of experience conducting market research, analyzing customer feedback and performance data, and using findings to improve marketing strategies or customer experience initiatives.
• One (1) year of experience managing social media platforms.
  
  

Offers of employment are contingent upon passing mandatory ten-year background investigation that includes employment, driver's license, security threat assessment (STA), and criminal history records check (CHRC), and pre-employment physical which includes drug screening.

Applicants have rights under Federal Employment Laws. Please find more information under the following links:

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf

CITY OF WICHITA

Full-time Employee Benefits

• VACATION - Most employees with less than five years employment earn 10 days of vacation per year. After five years, accrual rates increase at varying rates to varying maximums, depending on work schedule and/or union representation. Employees can accumulate and carry forward up to 240 hours each year.
• HOLIDAYS - There are eleven paid holidays. Employees also receive one Personal Holiday that is granted after the first six months of employment.
• SICK LEAVE - Sick leave accrual begins at one-half day per month. After five years, sick leave accruals are one work day per month. Employees can accumulate and carry forward all unused sick leave each year. Employees who use 24 hours (3 days) or less of sick leave in a calendar year earn a "Well Day." An additional "Well Day" can be earned following a year of perfect attendance.
• HEALTH INSURANCE – UMR / United Healthcare provides two levels of medical and prescription drug plans. Both medical plan are PPOs and do not require selecting a physician or referrals for specialty care. Both medical plans include Teladoc virtual care (primary care/mental health benefits at no charge), Dario healthy living programs, and VSP Vision benefits. Pre-tax premium deductions are offered. The City contributes 80% of the premium cost towards medical, prescription drug and vision insurance.
• DENTAL INSURANCE - Two Delta Dental plans are offered – Preferred and Traditional. The Delta Preferred plan requires using a dentist from a smaller network for a lower premium. The Delta Traditional plan allows use of any dentist, although benefits are higher using a dentist from the large Delta network. Benefits under both plans are the same (with the exception of some Orthodontic benefits) Pre-tax premium deductions are offered.
• LIFE INSURANCE – Low-cost voluntary term life insurance is available. Employees pay one-third of the cost. The amount of Basic Life coverage is two times annual pay up to a determined maximum amount. Dependent coverage is available at $20,000 spouse / $10,000 child(ren) for an additional $0.14 per pay period. Accidental death and dismemberment coverage is included. The plan is through MetLife.
• SUPPLEMENTAL LIFE – Additional voluntary employee-paid term life insurance is available from MetLife at low group rates. Participation in Basic Life is required. The Life Insurance plans are portable.
• LONG-TERM DISABILITY INSURANCE– The voluntary employee-paid group disability plan from MetLife provides 60% of pre-disability income for injury or health related disabilities. Premiums are determined by income and age.
• VOLUNTARY ACCIDENTAL DEATH & DISMEMBERMENT – Voluntary employee-paid AD&D from MetLife offers coverage for accidental death and dismemberment.
• RETIREMENT - The City offers two retirement plans - Wichita Employees (WER) Plan 3, and Commissioned Police & Fire Plan C-79. The WER plan is a defined contribution plan; Police & Fire is a defined benefit plan. Both are contributory - employees and the City share the cost.
• FLEXIBLE SPENDING ACCOUNTS – Employees may elect to make FSA pre-tax deductions for dependent care and/or unreimbursed medical expenses, reducing the cost of these expenses by eliminating taxes on the amount deducted.
• LONG-TERM CARE INSURANCE – This plan from UNUM offers facility and home care benefits for employees, spouses, and some other family members. Several options for benefit amount and duration, and specific plan features, are available.
• MORE BENEFITS & SERVICES
  
  

Deferred Compensation Investment Program

Employee Discounts and Wichita Employee Association (WEA)

Bereavement Pay

Employee Emergency Assistance Fund

Voluntary Shared Leave Program

Training Programs

Longevity Pay

Credit Union

Employee Assistance Program (EAP)

Injury Leave (on-job injury)

Community Volunteer Events

01

I have a bachelor's degree or higher in one of the below:

• Communications
• Marketing
• Business Management
• Public Relation
• I do not have a bachelor's degree
• I do not have a degree in any of the disciplines listed above.
  
  

02

I have the following years of professional experience developing and implementing marketing campaigns, customer service programs, or business development strategies in a corporate, municipal, or transportation environment.

• Less than 6 months
• 6 months - 1 year experience
• 2 - 3 years' experience
• 4 - 5 years' experience
• 6+ years' experience
• I do not have any professional experience developing and implementing marketing campaigns, customer service programs, or business development strategies in a corporate, municipal, or transportation environment.
  
  

03

I have the following years of experience in the aviation or airport industry, particularly in customer service, concessions, or air service development.

• less than 1 year experience
• 1 - 2 years' experience
• 3 - 4 years' experience
• 5+ years' experience
• I do not have any experience in aviation or airport industry, particularly in customer service, concessions, or air service development.
  
  

04

I have the following years of supervisory experience.

• Less than 1 year experience
• 1 - 2 years' experience
• 3 - 4 years' experience
• 5+ years' experience
• I do not have any supervisory experience.
  
  

05

I have the following years of experience creating digital or print marketing materials with graphic design tools.

• less than 1 year experience
• 1 - 2 years' experience
• 3 - 4 years' experience
• 5+ years' experience
• I do not have any experience creating digital or print marketing materials with graphic design tools.
  
  

06

I have following years of experience conducting market research, analyzing customer feedback and performance data, and using findings to improve marketing strategies or customer experience initiatives.

• less than 1 year of experience
• 1 - 2 year of experience
• 3 - 4 years of experience
• 5 + years of experience
• I do not have any experience conducting market research, analyzing customer feedback and performance data, and using findings to improve marketing strategies or customer experience initiatives.
  
  

07

I have the following years of experience managing social media platforms:

• 1-3 years' experience
• 4 to 7 years' experience
• 8+ years' experience
• I do not have experience managing social media platforms.
  
  

08

What social media skills are you proficient at? If no experience, type N/A

09

Briefly describe your creative skills and graphic design proficiency.

10

I Have a Valid Driver's License

• Yes
• No
  
  

11

Have you been convicted of a felony offense within the last 10 years?

• Yes
• No
  
  

12

I am willing and able to pass a background check?

• Yes
• No
  
  

13

I am legally authorized to work in the United States without sponsorship.

• Yes
• No
• Required Question