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Hybrid work schedule available
Specific Job Summary
Reporting to the Vice President, Global Customer Strategy, Technology, and Marketing Operations, the Director Data Strategy and Customer Experience manages Interval’s marketing data strategy and management processes, including building customer segmentation, developing a deep understanding of Interval’s customers to inform decision making ultimately leading to the development of a customer journey model. The incumbent manages development and implementation of a robust and holistic segmentation strategy and operations plans to help meet Interval’s business growth goals. In addition, the Director manages development of marketing data strategy to support the current and future goals of the organization, including supporting improvement of current marketing operations, developing customer listening strategy, as well as supporting data needs for advanced analytics initiatives.
Specific Expected Contributions
- Develops customer journey map to key moments in customer lifecycle. Champions initiatives to optimize capabilities, processes, systems, and behaviors that drive consistency and desired outcomes.
- Builds customer experience performance measurement strategy to drive growth in customer lifetime value, connecting external market trends, customer insights and data with how to best capture opportunities.
- Co-develops and executes on a customer listening strategy that builds best practices that align to how and why Interval customers buy, by segment, and with insights and data needed to take timely, relevant actions.
- Manages team in development of highly personalized communication and implementation of customer journey maps to influence behavior across all channels. Builds test and learning approaches to optimize customer growth and engagement.
- Collaborates with Analytics Team to develop Customer Relationship Management (CRM) strategies, including customer segmentation strategy, personalization strategy, and overall contact strategies.
- Defines and develops Customer Lifetime Value in conjunction with key stakeholders, implement processes to leverage Customer Lifetime Value throughout the customer journey.
- Designs, develops, implements, and supports new business analytic and operations capabilities. Collaborates with functional areas to identify data sources needed to support initiatives, enable reporting on key metrics and inform business decision.
- Develops marketing analytics such as customer profiling, segmentation analysis and other analytical techniques.
- Institutionalizes best practices for data usage and Key Performance Indicators (KPIs) across all marketing areas. Defines required data related to new project implementations and/or necessary analysis. Partners with MVW IT to ingest and standardize data, as well as make data available to tools and systems as needed to support the customer journey, CRM, and/or analytics.
- Ensures data collected internally and externally meets quality standards.
- Acts as a key steward with Data & Digital to incorporate disparate data across the enterprise into one 360-degree view of the customer, e.g., buying profile, intent signals, operational performance, etc., that allows for customer intelligence to be shared and acted on in support of predictive analysis.
- Plans for resources required to achievement of functional goals in collaboration with cross-functional leaders to manage resources in an efficient manner.
- Orchestrates marketing teams to adapt to changing circumstances to collaborate effectively and efficiently, push work across the finish line.
- Performs other reasonable job duties as requested.
Specific Candidate Profile
Education
- Bachelor’s Degree in Marketing, Business Administration, Communications, or related discipline or equivalent work experience.
Related Work Experience
- At least 10 years of experience in a corporate marketing function with direct experience managing marketing data strategy and management processes related to customer segmentation and customer journey models.
- At least 3 years managing a team preferred.
- Experience utilizing Qualtrics, Business Objects or similar information systems.
- Adobe Analytics and Adobe Campaign experience preferred.
- Experience in Hotel Management, Vacation Ownership, Hospitality preferred.
- Experience in a corporate, matrixed structured organization preferred.
Skills and Attributes
- Strategic mindset with an ability to make difficult decisions.
- Leadership, management, and communication skills creating a work environment where associates are empowered and aligned action or purpose.
- Skills at building and nurturing relationships at all levels of the organization through collaboration, negotiation, and mentoring.
- Ability to proactively influence and shape the thinking of senior leaders that drives the right type of decision making to garner positive business results.
- Knowledge of marketing resources policies, practices, and procedures.
- Facilitation, oral presentation, and training skills.
- Strong written and verbal communications skills.
- Skilled in decision-making and conflict resolution in a fast paced, continuously changing, customer focused environment.
- Passion for strategic involvement in the creation and execution of departmental and company-wide goals and objectives.
- Knowledge of marketing trends and practices within the industry.
- Flexibility, adaptability, and capability to manage and prioritize multiple and conflicting priorities and tasks.
- Integrates and balances priorities, work activities and resources for the benefit of multiple key stakeholders.
- Understands how to manage in a culturally diverse work environment.
- Computer literacy on Microsoft Office products, e.g., Excel, Word, PowerPoint, Teams, etc.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
