Manager Data Strategy & Customer Experience (Interval International)

Marriott International - Miami, FL

Full-time - Mid Level

Miami, FL

5,001-10,000 employees

Accommodation

About the position

The Manager of Data Strategy & Customer Experience at Interval International plays a crucial role in transforming member engagement through data analysis and strategic marketing initiatives. This position focuses on understanding customer experiences across various channels, identifying opportunities for improvement, and implementing data-driven strategies to enhance customer satisfaction and loyalty. The role requires collaboration with multiple teams to develop personalized communications and optimize customer journeys, ultimately supporting the company's business objectives.

Responsibilities

• Gather, analyze, and monitor data related to customer experiences across all touchpoints and marketing channels.
• Identify areas of opportunity and recommend enhancements to improve the customer journey.
• Support the execution of a customer listening strategy to understand customer buying behavior.
• Develop, implement, and analyze customer satisfaction surveys to drive improvements in customer experience.
• Define customer segmentation strategies and personalization strategies based on data analysis.
• Collaborate with marketing teams to implement and test communication strategies and channel optimization.
• Act as a liaison with the Insights & Analytics team to monitor customer segmentation strategies.
• Manage data operations related to customer data and ensure data quality.
• Maintain documentation related to data sources and usage across systems.

Requirements

• Bachelor's Degree in Marketing, Business Administration, Communications, Creative Writing, or related discipline or equivalent work experience.
• Four to seven years of progressive experience in data strategy and customer experience measurement and reporting.
• Experience utilizing Qualtrics, Business Objects or similar information systems.
• Extensive experience with Microsoft Excel, including advanced functions and data analysis.
• Exceptional skills in building relationships and influencing senior leaders.
• Outstanding listening, written, and verbal communication skills.

Nice-to-haves

• Experience in Hotel Management, Vacation Ownership, or Hospitality.
• Knowledge of Adobe Analytics and Adobe Campaign.
• SQL & Power BI knowledge.

Benefits

• Health insurance
• 401k retirement plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities