Steve Mayers
CHIEF EXPERIENCE OFFICER (CEO)
Phone:
703-209-3511
Email:
Address:
Atlanta, GA
Resume:
ABOUT ME
I am a transformational executive leader with a rich tapestry of experience across multiple industries, focusing on marketing, customer experience management, strategic business planning, and fostering diversity, equity, and inclusion initiatives. My career journey is marked by steering scalable operational processes, enhancing efficiencies, and driving enterprise and revenue growth in dynamic environments.
​
At the heart of my professional ethos is a passion for leveraging data analytics and customer feedback to craft strategic initiatives that not only meet but exceed expectations. My tenure at Hartsfield-Jackson Atlanta International Airport, the world’s busiest, sharpened my abilities in managing comprehensive marketing strategies and enhancing customer experiences, serving over 100 million passengers annually. Here, I led a 200-member matrixed team, propelling our customer experience division from $1.7M to $25M in seven years, thanks to innovative marketing strategies and operational overhauls.
​
Education has always been a cornerstone of my growth, reflected in my role as an Adjunct Professor at Kennesaw State University, where I delve into revenue management and data analytics, passing on my knowledge to the next generation of leaders.
​
As an advocate for creating inclusive environments, my efforts extend beyond professional realms into championing diversity, equity, and inclusion, ensuring that every initiative I lead or partake in has a lasting, positive impact on the community.
​
With a track record of excellence recognized by awards from the FAA and ACI, my journey is not just about what I’ve achieved but how these achievements have allowed me to uplift others, from spearheading the airport's first-ever CRM program to initiating a pioneering homeless outreach program.
​
My educational background, with a PhD candidacy in Leadership, an MBA, and a Bachelor's in Tourism & Hospitality Management, complements my professional experience, providing a solid foundation for my contributions to the field.
​
As I continue to evolve and engage in new challenges, my aim remains steadfast: to innovate, inspire, and implement strategies that not only drive growth but also foster an environment of inclusion and excellence.
​
Let's connect and explore how we can create transformative experiences together.
MEDIA HIGHLIGHTS
Customer Experience in the World's Busiest Airport: Steve Mayers
Customer Experience in the World's Busiest Airport: Steve Mayers
How the world's busiest airport does Customer Experience
Post Pandemic: Stories of Organizational Resilience and Innovation Episode 9 - Steve Mayers
In conversation with Steve Mayers, Airport Director at ATL
MEDIA TALKS
NEWS HIGHLIGHTS
My Services
1
Civil Rights Consultation
Unlock the Sky: Civil Rights Consultation for Airports
​
In the world of air travel, ensuring equality and accessibility isn’t just a regulatory requirement—it’s a commitment to every passenger’s dignity and freedom. I specialize in FAA ADA and Title VI consultations, offering bespoke strategies to elevate your airport's approach to civil rights. With a deep understanding of the complexities and challenges in aviation, I guide airports through a transformative journey towards comprehensive inclusivity and compliance.
​
Let's navigate the skies of civil rights together, making air travel accessible and welcoming for all. Join me in building airports where every journey begins with equity.
​
Dive into a world of endless possibilities—where air travel meets inclusivity.
2
EX and CX Design
Elevate Every Experience: EX and CX Design Mastery
​
Transform the heartbeat of your airport with bespoke EX and CX designs that resonate at every touchpoint. In the fast-paced world of air travel, the journey matters just as much as the destination. I craft tailored experiences that not only meet but exceed expectations, fostering environments where employees thrive and customers feel genuinely valued. Delve into the fusion of digital and physical marketplaces, unlocking new non-aeronautical revenue streams that sustain and elevate airport operations.
​
Together, we’ll innovate and implement strategies that elevate the entire airport ecosystem, creating unforgettable journeys for every traveler and empowering every team member.
​
Step into a new era of travel experience—where every interaction takes flight, and every opportunity for growth is seized.
3
Innovative Journey Mapping
Innovative Journey Mapping: Navigating the Future with Technology
​
Embrace the future of air travel with innovative journey mapping, where technology transforms every step of the airport experience. I specialize in harnessing cutting-edge tools to design seamless, intuitive paths for passengers, blending the physical and digital realms to redefine convenience and efficiency. My approach ensures that technology not only guides, but enhances every interaction, making air travel more accessible, enjoyable, and efficient for all.
​
Together, we'll craft a visionary blueprint for airport journeys, leveraging technology to anticipate needs, solve challenges, and delight travelers at every turn.
​
Step forward into a journey reimagined, where technology elevates every moment into an experience.
EXPERIENCE
2023-Present
Adjunct Professor
2015-2024
Assistant General Manager, Marketing, Customer Experience, and Civil Rights
2012-2015
Branch Manager / Associate Vice President
2009-2012
General Manager
2008-2009
Managing Director
KENNESAW STATE UNIVERSITY (KSU)
-
Revenue Management and Data Analytics
HARTSFIELD-JACKSON ATLANTA INTERNATIONAL AIRPORT
-
Oversee the airport's comprehensive marketing strategies while managing customer experience enhancements for the world’s busiest airport, serving over 100 million passengers annually.
-
Assume responsibility for the digital physical marketplace, ensuring seamless integration with the broader airport experience and leveraging technology to enhance passenger and vendor interactions.
-
Lead a 200-member matrixed team to champion revenue growth via strategic marketing campaigns and initiatives aimed at enhancing customer loyalty.
Key Achievements:
-
Propelled the customer experience division from $1.7M to $25M in 7 years, driven by innovative marketing strategies, dynamic business planning, and operational overhauls.
-
Launched several groundbreaking initiatives, including the Voice of the Customer program, Smart Restroom Program, Airport Customer Experience Emergency Plan, and an extensive recognition system for 63,000 employees.
-
Conceived and implemented the community-centric One Atlanta Now (ONEATL) initiative, establishing a harmonized approach to policies and best practices across vendor management.
-
Garnered significant accolades, including the FAA Civil Rights Advocate Award (2018) and the Airports Council International (ACI) Service Quality Award (2020 and 2021).
WELLS FARGO BANK
Led 60-member team of bankers, mortgage originators, and tellers in branch operations and revenue generation for one of Virginia’s most affluent districts. Managed $2M budget, customer service, branch operations, and sales production across consumer, business, and wealth divisions. Built strong book of business, leveraging consultative selling to match client needs with best fit for products and services. Utilized expertise in banking regulations and Federal Deposit Insurance Corporation (FDIC) to drive smooth workflows and mitigate risk. Provided professional development and career advancement for employees to raise future leaders. Inspired teams in performance excellence and demonstrated commitment to deliver high sales volume.
-
Achieved 105% of all sales targets within 6 months; met 100% sales goals YOY during tenure.
-
Increased customer satisfaction ratings to +90% by developing and managing consumer-informed KPIs to enhance continuous process improvements and engagement.
RADISSON HOTEL LARGO
Steered operational management and set strategic direction and goals for 4-star luxury hotel to drive maximized ROI. Ensured adherence to enterprise and federal compliance. Led continuous process improvements to enhance KPIs across guest services, employee management, sales and marketing, physical facility quality, and financial controls. Managed $15M budget and led financial team in occupancy forecasting, capital improvements, revenue spend / cost controls, and budgeting processes to meet fiscal goals. Optimized operations to drive exceptional quality standards. Analyzed clientele needs to deliver outstanding customer service.
-
Developed and instituted preventative maintenance program with targeted performance metrics to protect physical assets of hotel; drove property beautification and renovation initiative to upgrade facility aesthetics.
-
​Maintained 5% fluctuation in margin of error for revenue and spend.
MM RESORTS MANAGEMENT LIMITED
I ensured unparalleled guest experiences and operational excellence, driving innovation and fostering a culture of hospitality at every touchpoint.​
EDUCATION
Master of Business Administration (MBA)
Bachelor of Science
LOUISIANA STATE UNIVERSITY
Finance, General
TEMPLE UNIVERSITY
Tourism & Hospitality Management
CERTIFICATIONS
LEAN SIX SIGMA GREEN BELT
Emory Continuing Education
Issued Oct 2022
IAP (INTERNATIONAL AIRPORT PROFESSIONAL)
Global ACI-ICAO Airport Management Professional Accreditation Programme (AMPAP)
CERTIFIED MEMBER (CM)
AAAE
Issued Jun 2019