Salary Range $140,000-$150,000
City Experiences is seeking a Director of Business Analytics & Insights for our Marketing operation in New York, NY.
About You:
This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.
About the Opportunity:
The Director of Business Analytics & Insights will lead the vision for enterprise level performance analytics and optimization activities within a centralized marketing organization. This person will play a key leadership role in defining data strategy and building capabilities that leverage our deep data assets and drive actionable business and customer understanding for growth. In the process, they will provide analytical support, critical thinking, and direction to develop performance strategies that will identify customer opportunities and address business challenges, while also crafting C-suite level narratives for cross-organizational alignment.
Essential Duties & Responsibilities:
- Drive the global insights strategy and agenda for the company, turning our Insights function into a core competency for Hornblower that (1) identifies; (2) enables business stakeholders to understand; and (3) act on strategic opportunities.
- Serve as the subject matter expert for business KPI development and measurement, consumer and guest insights, marketing and loyalty data, and digital performance optimization, focusing efforts on models, methodologies, and processes designed to drive profitable growth.
- Build, augment and maintain a centralized data warehouse. Ensure we are capturing and maintaining business and customer data that will enable development of rich customer insights and analysis.
- Develop a strategic framework to deliver advanced analytical and data mining solutions to understand key business behaviors such as customer acquisition, cross-sell, upsell, retention, lifetime value, channel preferences, loyalty, and purchase behavior.
- Deliver a cohesive and clearly communicated view of our current and potential customer base including needs, wants, perceptions, behaviors, journey maps, and customer segmentation – and how market trends will impact these areas. Tie these insights to team roadmaps, goals and impacts across all functions.
- Work closely with operations and customer service teams on consumer research (via Survey Monkey) to track CX performance. Improve brand NPS through the ongoing analysis of promoters/detractors.
- Define data sources, metrics, dimensions, and dashboards to facilitate inquiry, analysis, and reporting; Ensure data hygiene and data integration across sources as the owner of data powering all Tableau reporting
- Publish standardized dashboards and reports, KPI tracking and ad-hoc analyses providing clear actionable insights. Share detailed and real-time customer feedback with the organization in an effort to provide a better customer experience.
- Participate in vendor reviews, leading recommendation, and implementation as needed. Audit tools usage and adjust based on budget.
- Grow and mentor a high-performing team of analytical and research professionals.
- Build effective cross-functional relationships with marketing, sales, product, operations, and technology teams that leverage customer intelligence to drive and optimize marketing programs, reservations, revenue/sales, and digital and physical experiences.
- Ensure optimal performance by crafting processes to be efficient and consistent across the organization, building a culture of accountability to deliver high quality work and passionately advocate for ways to improve our customer experience and improve sales and marketing performance.
- Additional job duties as assigned
Requirements & Qualifications:
- 8+ years of strategic insights and analytics experience, including hands-on experience in a number of methodologies and at least 3 years leading a high-impact team
- Experience and/or knowledge of data architecture and data warehouse creation and management
- Comfortable navigating large datasets and a demonstrated willingness to be hands-on
- Experience implementing and using analytics, testing, and personalization platforms (e.g., Google Analytics, Marketo Measure/Bizible, Salesforce Sales Cloud, Marketing Cloud, etc.)
- Experience building customer lifetime value models, attribution models, and customer cohort models
- Deep knowledge of Excel functions and methods for manipulating, aggregating, and presenting data in Excel. Experience with SQL as well as BI tools (i.e., Tableau, Power BI)
- Strong analytical skills and understanding of customer experience and insights tools (i.e., Qualtrics, Survey Monkey, Medallia), marketing measurement, media metrics and systems, digital engagement channels, tools, and practices
- Excellent verbal, interpersonal and written communication skills, with emphasis on data visualization skills. Ability to synthesize findings into essential insights and communicate them effectively to senior management.
- Strong time management and prioritization skills with ability to manage multiple projects simultaneously and tight timelines
- Able to bring forth objective data for group discussion and decision making.
- Able to quickly establish credibility across all levels of the organization, impact decisions through formal and informal influence, and create alignment between teams
- Passionate about digging deep into the customer point of view to find the ‘aha’ insights and representing them clearly and succinctly
- Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts.
- Able to manage remote team members across multiple regions/time zones
- Creates a strong, mutually supportive work spirit and culture where people can do their best.
- Establishes trust and inspires others.
- Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities.
- Demonstrate critical thinking skills; ability to synthesize information and apply learnings, and work in matrix environment are required competencies
- Belief in our values and understand our mission
About Us:
City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25+ brands that welcome upwards of 30 million guests/riders annually. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.
The RESPECT Service System embodies City Experiences’ mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.
City Experiences is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and or/harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military statue, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additional, City Experiences participates in the E-Verify program in certain locations.
We encourage qualified applicants with arrest and conviction records to apply.