Guest Insights & Activation Manager

Responsibilities

• Embed the voice of the guest into every major business decision across the organization.
• Translate guest insights into measurable business outcomes.
• Partner cross-functionally with Marketing, Revenue Management, Operations, Contact Center, Digital, Product, and Data Engineering teams to identify growth opportunities.
• Develop actionable recommendations to influence both executive leadership and day-to-day operations.
• Drive customer-centric initiatives by evaluating existing and proposed initiatives to uncover opportunities for improvement.
• Measure the impact of initiatives and maintain ongoing oversight of key business and customer performance indicators.
• Lead efforts to deepen understanding of guest behavior and ensure insights directly influence marketing, selling, and servicing.
• Continually enhance the overall guest experience through data-driven decision-making.

Qualifications

• Bachelor’s degree in Business, Marketing, Analytics, Statistics, Economics, Data Science, or a related field.
• 7+ years of experience in customer analytics, business intelligence, CRM strategy, customer insights, marketing analytics, or related disciplines.
• Proven experience translating customer data into measurable business outcomes.
• Strong understanding of marketing strategy, customer lifecycle management, segmentation, and personalization techniques.
• Knowledge of performance measurement methodologies, including attribution models, experimentation, and forecasting techniques.
• Advanced analytical and problem-solving skills, proficiency in interpreting and leveraging data from CRM systems, customer data platforms, marketing technologies, and business intelligence tools.
• Excellent communication and storytelling skills, with the ability to present complex insights clearly to both technical and non-technical audiences, including executive leadership.
• Strong project management and organizational skills, with the ability to manage multiple priorities and deliver results in a fast-paced environment.
• Strategic thinking capability, paired with an execution-focused mindset that drives measurable outcomes.
• High level of curiosity and critical thinking, with a proactive approach to identifying trends, risks, and opportunities.
• Ability to navigate ambiguity, adapt to changing priorities, and operate effectively in a dynamic business environment.