Wyndham Worldwide Vice President of Customer Data and Analytics in Orlando, Florida
Vice President of Customer Data and Analytics
Wyndham Destinations needs a high-octane, driven leader to lead our customer data and analytics team as part of our global CRM practice. The Vice President, Customer Data and Analytics will help take the relationship with the customers and owners to another level. This leaders mission is to translate and implement the multi-year journey to transform the way we think about customers and prospects. We operate in a data rich environment – harnessing all the information our best customers and prospects are sharing with us will add tremendous efficiency and effectiveness to our sales efforts and make a huge financial impact.
But it won’t be easy. We operate in a complex, matrixed organization and success will require thoughtful collaboration across geographies, functions, and levels. And, the data isn’t all in the same place. So this position will develop a customer data roadmap to connect all the data points where we interact with our customers and proactively identify opportunities for better engagement and 1:1 communication. They will be the voice of the customer through the data while also partnering with their peer to infuse insight from the research to identify new personalization opportunities. We need to know the customer and provide personalized communication to them as well as being able to provide those personalized insights to the Sales and Marketing Associates.
This role is accountable for the following:
Develop an end-to-end customer data strategy, inclusive of gaps and cost-effective ways to solution. Create and manage the roadmap, integration, and maintenance of the customer data, as well as vendor relationships related to the data and new/existing analytical tools. Support all Business Units at a Wyndham Destinations as well as the integration of data that will be sourced from Wyndham Hotels.
Oversee acquisition, maintenance and distribution of leads across the enterprise to help drive sales and marketing goals and support all communication efforts. In addition to pulling leads for campaigns from the current database, identify new sources of leads both internally and externally.
Elevate the abilities to create personalized 1:1 communication with prospects and members through owning the strategy of all 1:1 interactions, identifying effectiveness of the interactions, and continuously revisit new data/analytical ways to drive understanding and satisfaction. Identify and enhance target market and ways to segment the data to drive more effective marketing approaches
Provide and be knowledgeable in campaign development best practices to optimize efficiency and quality of campaigns across all channels (direct mail, email, phone, web, social, etc).
Access and maintain large volumes of sensitive (PII) data and hold to the highest levels of data security knowledge and procedures, inclusive of close partnerships with legal and IT.
Leverage the data to build reporting and dashboards that not only share the data but also provide insights; including both lagging and leading indicators. Measure the effectiveness of existing marketing programs and make recommendations for future spend.
Identify ways to connect the dots between data outside of the customer data mart (e.g., research, call volume, financial data, etc.).
Champion innovation in decision science and analytics for the Marketing organization; doing it in a way that is cost effective while also finding ways to drive the most value to the team.
Must have strong communication skills and ability to develop effective, insight-driven presentations around complicated topics to share with Senior Executives. In addition, being able to build collaborative partnerships and influence at all levels of the organization is critical to success in this role.
Able to build, lead, and develop a world-class customer data and analytics team, including many who are at director-level. Motivate highly analytical associates to constantly evolve their skills and be on top of industry best practices but also their soft skills. Inspire them to constantly be seeking new sources of leads and be a steward for the customer and the business
Oversee operational and P&L responsibilities for the department
Bachelor of Science degree in marketing, analytics, business, industrial engineering or related field
Minimum of 10 years progressive leadership experience, including 5 years as an executive, preferably in CRM, campaign management, or marketing data sciences/advanced analytics
Demonstrated ability to create an innovative vision and lead and develop a team to deliver on the vision; anticipating the quickly changing marketing and sales landscape and inspiring and aligning the team around a clear, achievable vision
Subject matter expert in marketing, paid media, CRM, digital and social media analytics
Experience with understanding the consumer, identifying where to provide value, and knowing how to create personalized experiences
Knowledge of data structures and advanced analytical tools within the CRM and marketing effectiveness area
Demonstrated ability to influence partners and senior leadership with a collaborative and solution-oriented approach
Strong ability to glean insights and tell a story (both written and verbally) from data, analytics and insights inspiring action and change; Skillful and impactful communicator with the ability to deliver presentations with poise, confidence and authentic style
Must understand data privacy regulations and work effectively with legal and IT teams to ensure they are being upheld
Understands personally and knows where to find best practices in the data, analytics, and campaign management space; and, have the ability to understand what would have applicability
Must be able to work under pressure; and handle multiple priorities effectively
Creative, passionate and innovative thinker – motivated and excited about creating a plan for the future
Proven ability to establish relationships, trust and credibility; and, follow through on decisions
Motivational leader that not only delivers excellent results, but creates a world-class team that enjoys working for them
Possesses unquestioned ethics and integrity
PREFERRED SKILLS AND EXPERIENCE
MBA or related master’s degree
Development of big data marts and knowledge of trends for storing data
Statistical and analytical tools for mining data (e.g., SAS)
Strategy and use of marketing technology
CRM experience from a company known for understanding and servicing the consumer
Unless there is a legal requirement, experience will be accepted for the education requirement.
Primary Location: United States of America- Florida-Orlando
Employee Status: Regular
Organization: WVO - Corporate G and A
Job Posting: May 9, 2018, 12:14:52 PM
Requisition ID: 1806681
Equal Opportunity Wyndham Worldwide fosters a work environment in which all individuals are treated with respect and dignity. We are an equal opportunity employer and do not discriminate either directly or indirectly against employees or prospective employees on the basis of race, color, religion, sex, sexual preference/orientation, citizenship, marital status, veteran status, national origin, age or disability, or against any other protection established by applicable law or regulation. We will make reasonable accommodations for eligible disabled applicants and employees in compliance with applicable laws and regulations. We are committed to actions and policies to assure fair employment, including equal treatment in hiring, promotion, training, compensation, termination and disciplinary action and will not tolerate unlawful discrimination either directly or indirectly by our employees or agents.