The Guest knowledge and Engagement Manager has a focus on guest data and is responsible for extracting, reporting, analysing data and providing insights and KPI’s to allow the business to make informed decisions on strategy and progress against key targets.

Additionally, the  role will apply strategic thinking to translate guest insights into defined business opportunities which help drive guest value and loyalty across the Membership and Private Client Services Programmes. This requires “big picture” thinking combined with an analytical and technical background.

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Key responsibilities

The key responsibilities of this role will include some or all the following.

• Build and maintain weekly, monthly and annual KPI reporting for Membership and PCS programmes
• Build and maintain dashboards for business leaders to effectively monitor the performance in real time
• Structure and execute analysis that proves the overall effectiveness of the Membership and PCS programme
• Assess the effectiveness of various initiatives by performing ad hoc analysis, supporting optimization of program (e.g. performance of program rewards, performance of AB tests on email and other communications)
• Includes targets definition, tracker set up, update of results during campaign and end of campaign report for AAR.
• Summarize insights from analysis and clearly communicate analytical findings in a cohesive story and articulate an argument to be presented to the business
• Codify best practices, with a focus on performance
• Run segmentation analysis on database to understand key driver segments and identify opportunities to enhance customer LTV and loyalty through targeted communications or other initiatives
• Identify high value guest segments within the Membership programme that could help grow the Programme
• Build and run reward redemption reports including setting up templates in the cube for each village. Reports to be run every few months and shared back as a benchmark report
• Program cost models created for all villages to demonstrate potential of rewards per village
• Potential eligible guests estimation for all type of rewards for each Village
• Annual budget set up in agreement with Villages and two forecasts (June & September)
• Phasing targets for 6 Villages at a daily level (Spain & BV normally do their phasing but this can change)
• Create dashboards in partnership with IT, follow up during development, testing of new measures before publishing.
• Support on ad hoc special projects such as unusual activity (Fraud rules) testing, monitoring, rules validation, estimation of potential impact
• Manage reports to demonstrate Value/Cost/ROI and to deliver reports to governance committee