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VP, Customer Insights and Analytics

N/A, GA, USA | Intercontinental Hotels Group

  • Industry:
    Hospitality, Travel, & Leisure
  • Position Type:
    Full-Time
  • Functions:
    Marketing
  • Experience:
    15-20 years
Job Description:
75 people have viewed this job

Lead the insights and analytics team to better understand our customers


Essential Duties and Responsibilities:


Develop and then drive 3-5 year strategic plan for our customer insights and analytics

Serve as a leader in the implementation of CRM/Customer 360 efforts

Lead member and customer segmentation, including rollout of most recent work

Lead own team and work closely with advanced analytics to advance our understanding of our customers and respond to ad hoc requests from across the marketing and commercial teams

Responsible for all customer research including Guest Love surveys, brand tracking, and non-recurring surveys

Manage third party providers of research services

What we need from you

Education


Bachelor's or Master’s Degree in Business, Marketing, Statistics or an equivalent of education and work related experience.

Critical Expertise & Experience


15+ years progressive work related experience with demonstrated proficiency in both qualitative and quantitative customer analytics

Experience in engaging cross functional working partnerships in a global organization

Strong decision making, influencing/consensus building and analytical skills with clear understanding of impact on IHG revenue goals and bottom-line

Strong leadership, team building, interpersonal and communication skills

Technical Skills and Knowledge


Experience building a consumer centric approach

Knowledge of Salesforce, Tableau and Ipsos/Medallia a plus

Experience in a global organization and familiarity with customer differences across regions


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