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Job Description:

Program Manager, Guest Data and Experiences

Global Hospitality Company

Program Manager – Guest Data and Experiences

On-site in Chicago

$88 - $90 / HR

PURPOSE:

The Program Manager, Guest Data and Experiences is responsible for evolving the development of Guest and Customer data in support of innovative use-cases across the various hotel brands and unique travel and hospitality businesses within the Hotels portfolio. Based in Chicago headquarters, this individual will work closely with cross-functional teams, including marketing, data engineering, data science and machine learning, technology, and operations, to identify and prioritize opportunities for improving the guest experience through across the enterprise. This role may require some global travel.

POSITION RESPONSIBILITIES:

Work closely with cross-functional teams to develop and implement guest-facing use-cases that drive guest satisfaction and loyalty, by evolving ability to quickly and accurately identify guests and customers, and operationally deliver profiles to power targeted experiences, marketing programs, and organizational decision making.

§ Support the development of a vision and strategy for enhancing the guest experience through technology and digital services across the Hotels portfolio, with a focus on the development of guest data identification, pipelines, and a universal profile

§ Identify and prioritize opportunities for improving the guest experience through technology and digital services, including new feature development, process improvements, and partnerships

§ Ensure that the guest experience is consistent across all hotel brands and businesses within the Hotels portfolio, utilizing data from the guest data identification, pipelines, and universal profile to inform decision-making

§ Develop and manage budgets and timelines for guest experience initiatives, including those related to the development of guest data identification, pipelines, and a universal profile

§ Monitor and analyze guest feedback and metrics, utilizing data from the guest data identification, pipelines, and universal profile, to continuously improve the guest experience

EXPERIENCE AND QUALIFICATIONS:

• Bachelor's degree in a related field, such as hospitality management, business, or marketing

• 5+ years of experience in the hospitality industry, with a focus on guest experience and technology

• Strong leadership and project management skills

• Excellent communication and interpersonal skills

• Ability to work independently and in a team environment

• Proficiency in Microsoft Office suite and other relevant technology tools

• Experience with data analysis and reporting

• Program Manager, Guest Data and Experiences will be an integral member of the Hotels team and will have the opportunity to make a significant impact on the guest experience across the entire portfolio. This is a unique opportunity for an experienced hospitality professional to join a dynamic and forward-thinking organization.

• Bachelor's degree in a related field, such as hospitality management, business, or marketing

• 5+ years of experience in the hospitality industry, with a focus on guest experience and technology

• Proficiency in Microsoft Office suite, Smartsheet, Atlassian tools (JIRA, Confluence), Mural and other relevant technology tools

• Experience with data analysis and reporting

• 5+ years of experience in the hospitality industry, with a focus on guest experience and technology

#PCIT #Hospitality

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