Guest Engagement Manager

Guest Engagement Manager ¦  Las Rozas Village ¦  Permanent/ Full time/On Site

Something Extraordinary Every Day™

As our Guest Engagement Manager, you will assist in the development of the Guest Engagement (GE) strategy and execute it at the Village level. You will be responsible for the analysis of our guests or potential guests and leverage the insight to drive guest acquisition, deliver relevant content to the right audience and enhance the engagement of our current members.

What you will be doing

• You will develop the overall communications and research strategy for the Village
• You will manage and oversee the segmentation of the email data continuously to identify and target actives, lapsers and dormant with specific campaigns
• You will review opportunities for surveying the existing customer base to increase quality of customer base. Work with external research agency to ensure market analysis is incorporated into ongoing communication strategy

• You will develop a communication strategy of the membership programme in line with both Central and Local CRM Team

• You will get involved in various activities that are related to our members, e.g., buyer programme, brand engagement, push notifications, etc.

• You will plan, coordinate and execute the guest acquisition strategy to achieve the agreed KPIs on the number of new members

• You will support the Private Client Services Team on the acquisition and retention of high new worth guests by taking care of the segmented emails, notifications and regular reporting

What makes you special

Every colleague is an entrepreneur at heart and this drives our organisational culture, which values invention, innovation and risk taking. To be successful with us, you’ll have:

• Experience as similar role focusing on consumer insights
• Computer literate and high proficiency in Microsoft Office; knowledge of Conig, PowerBI, Googla Analytics and TGI is essential
• Previous experience on implementing a successful rewards programme
• Demonstrable experience in leading a team and managing budgets
• Excellent understanding of database concepts and segmentation
• Ability to run A/B Testing and Multivariate Testing (MVT)
• Experience in 3rd party consumer research
• Exceptional analytical skills with the ability to segment audience and define new audience types
• Capable of running consumer research panels
• Ability to think strategically and turn guest insights into marketing plans
• Strong organisational and planning skills, with the ability to put processes in place
• Excellent interpersonal and communication skills
• Able to work well with all levels across the business
• Ability to perform under pressure and to meet deadlines 
• Fluent in English and Spanish language, any other European language would be beneficial

There’s no one quite like us

The Bicester Collection are the worlds’ leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests. Taking the name of the founding Village, The Bicester Collection distinguishes the 11 Villages in Europe and China as one collection of destinations for our guests, our brand partners, our travel and tourism partners, our corporate and financial media, and our internal teams.

Our Vision is to be the best shopping destination in the world.

Our Mission is to make the lives of others better including our brands, our guests, our people and our communities.

Our Brand Promise is to offer something extraordinary every day.

Our Five Values are the glue that bind us together and allows us to lead ahead:

• • Authenticity - Always do the right thing
  • Innovation - Think outside of the box
  • Passion - Do what you love and love what you do!
  • Critical Thinking - Challenge the obvious
  • Vision - Be mission driven always

Why we’re exceptional

The key to our success is the quality and commitment of our people. In return for your hard work and commitment to our values, you’ll receive a generous salary and we’ll also reward you through our Feel Good Programme which offers the following benefits:

• Lifestyle - Our Lifestyle benefits include life assurance, income protection, pension, leisure travel insurance, an electric car scheme, a discounted shopping portal, discounts across our Villages, a referral bonus and season ticket loans. 
• Physical - Our Physical health benefits include private medical cover, virtual doctor support, dental insurance, health screening, a cycle-to-work scheme, eye care and flu vaccinations.
• Mental – Our Mental health benefits include access to professionals as well as support from trained mental health 'first aiders' from across the business, an employee assistance programme and free access to Headspace and Thrive, two of the most well respected mental well-being apps. 
• Social - Our social programme is designed to help us connect and, most importantly, have fun! Benefits include yoga classes, summer parties, outdoor team activities, time away from the office to enjoy special occasions such as birthdays, getting married, moving house and, of course, taking a well-deserved break.

Come and live your story with us

At The Bicester Collection, we are focused on attracting and retaining the best talent. We believe in fostering an open culture, which supports our people to thrive and creates a sense of belonging. Working at the Bicester Collection means entering an inclusive space where all perspectives are valued, ideas are shared freely, and creativity is encouraged.